Job Description

Key Responsibilities

• Act as a customer advocate within the organization, ensuring high satisfaction levels.
• Respond to phone, email, and fax inquiries within a set timeframe.
• Process and manage sales orders accurately, adhering to established procedures.
• Follow customer service best practices to enhance efficiency and satisfaction.
• Monitor and ensure timely order entry, shipment processing, and invoicing.
• Build and maintain strong relationships with customers, sales representatives, and internal teams.
• Analyze customer inventory reports to manage stock levels and optimize order fulfillment.
• Oversee custom stock programs, blanket purchase orders, and consignment inventory to prevent stock shortages or excess.
• Collaborate with sales teams to enhance freight consolidation efforts and cost-saving strategies.
• Handle return requests and process necessary adjustments efficiently.
• Manage shipping documentation, including bills of lading, to meet processing deadlines.
• Provide support to fellow team members in their absence, covering various administrative and customer service duties.
• Participate in continuous improvement initiatives, training programs, and performance evaluations to enhance service quality.
• Contribute to process improvement discussions, training sessions, and team development activities.
• Document and escalate customer concerns regarding products or services to management.
• Develop a thorough understanding of company products and account-specific details.
• Engage in operational efficiency meetings and contribute to process optimization discussions.
• Travel as needed for on-site customer engagement and account management support.

Qualifications & Skills

• Minimum of two years of customer service experience, preferably in a related industry.
• Strong ethical standards and professionalism in daily interactions.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Publisher).
• Excellent organizational and multitasking skills with the ability to manage multiple projects.
• Ability to work independently, take initiative, and execute tasks effectively.
• Strong written and verbal communication skills for diverse audiences.
• Ability to interpret and follow written and verbal instructions, including process guidelines.
• Competency in basic mathematical functions, including arithmetic and unit conversions.

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