Process regular orders, future orders, hold orders, inter-branch transfers, sample orders (where applicable), converting orders received through any channel such as phone, fax, mail, EDI and web
Ensure that required minimum and service standards are adhered to, recommend additional products to assist the customer to reach their minimum order value
Ensure pricing, operating principles and procedures are followed
Verify tax (where applicable), as well as high & low margins triggers at time of order entry
Provide order confirmation to customers verbally, via fax or email as required
Perform daily backorder review
Expedite customer backorders based on the customer need and the criticality of the items
Find resolution to customer inquiries and complaints in a way that drives customer satisfaction and ensures profitability in regards to product availability, product specifications, product recommendations and usage inquiries
Respond to pricing, billing, order status, late deliveries, short ship and proof of delivery issues
Ensure customer service issues are resolved by liaising with other departments
Redirect requests to appropriate departments as required based on the customer’s need
Customer and operational programs: business practices, policies and procedures, service matrix and delivery schedules.
Familiarity with order processing, tracing and expediting, pricing structure and order to cash cycle.
Product and market knowledge: ability to describe the applications of the product for the customer, understanding of the specific needs of our primary customer business segments, ability to identify appropriate substitutes of competitive brands
Programs/Tools: Compass, Outlook, WMS Crystal, Vendorsource, Fastrack, Docushare, IT suite, Microsoft Office
High school diploma with a minimum of two years’ experience in a customer service environment.