Job Summary:Responds to customer inquiries, expedites critical orders, communicates dispositions, researches and resolves issues, and researches orders.Principal Responsibilities:May provide quote preparation, order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit problems and/or other such support to sales team members and/or external customers (including order expediting, stock queries, reporting and stock rotation).May identify, investigate, and participate in opportunities to improve processes and procedures, to include various key performance metrics.Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with consumer laws.Maintains and updates electronic and/or hard copy records as required.Other duties as assigned.Job Level Specifications:Acquires basic skills through work experience or formal training to perform routine tasks.Tasks are routine, repetitive and manual in nature with minimal complexity or variation and specific to the job.Work is performed under supervision with detailed instructions. Priorities are provided for performing work.Interacts mostly with immediate peers within assigned team. Based on nature of the role, may respond to requests from others in the organization.Impact of decisions is primarily contained to the work of the job.Work Experience:Typically requires less than one year of related experience.Education and Certification(s):High School Diploma or equivalent.Distinguishing Characteristics:Basic computer, email, phone and communication skills.Must be able to multi-task and work in a fast-paced environment.May require fluency in more than one language.Additional Responsibilities:Manages assigned customer list; serves as a main contact point to receive orders from customers; handles order placements and ensures accurate entry into our SAP system.Engages regularly with customers to update customer demand and promptly address any issues that may arise with their orders.Collaborates with Sales and Marketing team to obtain quotes from suppliers; assists Sales to quote out to customers; communicates price changes to customers and updates backlog prices as required; maintains up-to-date and valid quotes in system for ordering.Analyzes customer backlog, run rate, and inventory level to pull in/push out orders and optimize stock allocation; coordinates with warehouse for shipping; assists customers throughout shipment process; handles returning and rebilling process for defective items.Works closely with Sales and Customer Service team to achieve monthly, quarterly, and annual revenue targets.Generates weekly backlog reports to customers to provide up-to-date information.Collaborates with Sales to establish buffer plans for extended lead-time items when necessary.The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills.
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