GENERAL PURPOSE

 

Provide assigned customers with the best possible customer experience and service regarding but not limited to product and service information, order management activities, billing inquiries, delivery information, and general requests. Manage customer orders from receipt of order through cash application, ensuring prompt resolution of any issues which may arise from the time the order is placed through the date of invoice. Analyze each situation and take appropriate action to meet customer needs. Determine the best method to resolve problems to ensure customer satisfaction and adherence to the department’s procedures and policies. Provide a higher level of customer responsibility as a result of having a greater understanding of customer expectations and operational knowledge. Apply a high degree of ownership of issues and problem solving to ensure problems get resolved. Provide assistance to team members.

 

JOB DUTIES AND RESPONSIBILITIES

 

· Interact with customers over the telephone or through written communications; interview customers to obtain information and give information about available services or in response to inquiries about order status, logistics issues, accounts, products, and services

· Take ownership and monitor orders through the system from order to release to shipment to any follow-up actions. Navigate multiple systems during the order management process

· Facilitate conversations between sales/brokers, transportation, production schedulers/plant employees, customers, and other affected individuals to review, coordinate, and/or resolve change requests, time frame issues, or logistics issues such as shortages, transportation, and product availability

· Identify, and even anticipate, problems and achieve resolution independently by determining the best method to resolve problems to ensure customer satisfaction and adherence to the organization's policies; collaborate with and guide peers to determine best solutions to support overall customer service needs

· Analyze customer data as requested, while looking for trends and opportunities to improve results. Present analysis findings and recommendations to supervisor, sales, and/or other stakeholders

· Research and identify root cause analysis around account or customer specific issues

· Build positive and effective relationships with internal/external contacts (plants, sales, credit, customers); learn about their processes, requirements, etc., in order to provide exceptional account support

· Coordinate customers' service needs with other departments as required to ensure customer service

· Update and maintain customer documents or files using internal recordkeeping systems

· Identify and solicit new or additional services or products

· Support sales as needed, including generating customer reports and analyzing and summarizing customer data

· Cross-train and provide back-up assistance to others in the department

· Work on special projects or department initiatives

· The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required

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