Job Description

Position Overview
The Associate, Customer Service is responsible for ensuring that all customer requests and requirements are met and responded to professionally and in a timely manner. Position assures external and internal customers receive efficient and courteous service by administering, coordinating and controlling specific customer programs and processes within the framework of established company policies, ISO procedures and work instructions.

Area of Focus
Ensure all customer service requests are met. Administer customer programs and processes within established company policies, ISO procedure and work instructions.

Responsibilities

Responsible for receiving, retrieving and processing purchase orders and customer forecasts in the order entry system as designated
Provides timely and accurate information to external and internal customers regarding order status, inventory, quotations, post-shipment status and other issues by conferring with the appropriate department, such as Materials & Warehouse personnel
Responds to order related questions, such as confirmations, pricing, order status, etc., within 24 hours of order receipt, not to exceed 48 hours
Resolves scheduling conflicts with appropriate department or freight forwarders to meet customer needs
Communicates with internal cross-functional personnel at all levels of the organization to meet and exceed customer's expectations
Keeps manager informed of issues and improvement opportunities
Manages complex situations for domestic and export customer accounts (last minute changes, freight forwarder & credit coordination, etc.).
Works closely with appropriate departments to resolve credits, returns, customer complaints, and invoice issues.
Maintains customer files, profiles, and all records of order activity
Works with Sales Representatives and/or other departments to resolve customer order and related issues
Displays a positive attitude to ensure customer satisfaction
Reports data inaccuracies and customer problems to manager immediately
Prepares memos, correspondence, reports and other documents
Follows quality system procedures
Good written and verbal communication skills are essential

Basic Qualifications

Associates degree in Business Administration or related field preferred
Minimum of 2 to 4 years of experience working in a Customer Service/Inside Sales role
Experience working in a Customer Service/Inside Sales role with a multi-site distribution and/or manufacturing company required. Distribution experience and an export or import background
Excellent telephone skills: position communicates with many individuals, both internally and externally
Must have the demeanor and temperance to work effectively in a customer service and fast-paced environment
Must work well in a team environment
Must possess effective problem-solving skills, exceptional organizational and multi-tasking abilities
Excellent decision-making skills and ability to perform complicated tasks, attention to detail
Excellent PC and working knowledge of order fulfillment/Enterprise Resource Planning systems (ERP) is preferred
Export/Import logistics and battery knowledge a plus
Basic knowledge of Microsoft Applications, especially Word and Excel

Job Type: Full-time

Benefits: