Customer Service

Fountain Inn, SC 29644

Posted: 12/06/2018 Industry: Customer Service Job Number: 149029 Pay Rate: $13.00/hour

Role and Responsibilities

The successful candidate must be diligent in adhering to procedures, focused on producing top quality results, being highly productive and mindful of costs. This person must be comfortable working in a challenging, dynamic, fast-paced, constantly changing environment.

  • Respond to RFQ and market leads. Includes qualification of market leads, review of RFQ, product identification, review of existing agreements, and obtaining pricing and lead-time.

  • Analyze quotes to identify additional sales where applicable. Solicit and record quote feedback.

  • Process customer purchase order/change orders. Includes reviewing purchase order against quote, contract or the COMPANY standard terms and conditions, resolving any discrepancies, creating sales order, support the resolution of credit holds, review sales order for accuracy and send acknowledgment to customer.

  • Manage customers open orders. Includes processing customer expedites, periodic review of open order to identify and address issues, and communicate status / issues to customer. Liaising with manufacturing and commercial departments to gather information and resolve any issues.

  • File and maintain RFQ, quotation, customer purchase orders, and sales order acknowledgment.

  • Assist customer with additional information requirement. Includes providing tracking information, proof of delivery (POD), invoices, packing slips, product literature, basic technical data, test reports, and website.

  • Submit customer complaints. Includes assisting in the problem solving effort to include implementing corrective actions

  • Process Return Material Authorization (RMA) request. Includes obtaining facts, obtaining decision to accept or reject request, creating/issuing RMA, monitoring RMA and all required communications involved. Enter and expedite replacement orders as required.

  • Support resolution of A/R issue with customers. Includes determining why customer has deducted or not paid, assessing if there is a valid basis, and determine whether collection or credit is appropriate. Also, working with Customer Service Manager (CSM), Regional Sales Manager (RSM) and Commercial Managers as part of the escalation process to reach a resolution.

  • Monitor customer / customer account. Includes understanding issues, trends and general healthiness of the customer-supplier relationship to assist the organization (sales agents, RSM, customer service and product line managers) in the service and support of our customers.

  • Understand, Adhere to and promote the environmental, health & safety policies and comply with the COMPANY business Policies and Procedures

  • Perform other duties as requested, directed or assigned.

Qualifications and Education Requirements

  • High School Diploma for GED

  • 3-5 years customer service experience preferred, will consider qualified candidates that have demonstrated initiative and desire to grow.

Preferred Skills

  • Intermediate or higher user of MS Office required and experience with Oracle R12 preferred.

  • Must have a good command of the English language, both written and spoken.

  • Self-starter with integrity and confidence who strives to achieve even in the most challenging environments with limited supervision.

  • Multi-Task orientation with the ability to execute a given set of projects from start to finish in an efficient and timely manner.

  • Team player who is comfortable in a cross-functional, multi-cultural environment. Well-developed interpersonal skills enabling interaction within an existing team as well as interaction with the various business units within the company.

  • Strong communication and writing skills with the ability to clearly explain issues.

  • Good time management skills.

  • Strong attention to detail

  • Good organization and analytical skills

  • Good problem solving skills

  • Results oriented

Additional Notes

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not all encompassing and other duties may be assigned. An Equal Opportunity Employer.

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