Customer Service Associate

Description

Summary/Objective

The Customer Service Associate is responsible for supporting customers and internal teams by managing communications, processing orders, coordinating order-related activities, and providing back-up to the inside sales team as needed. This role helps ensure accurate order handling, timely responses, and strong customer satisfaction.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions

· Answer incoming phone calls and direct inquiries appropriately.

· Greet visitors and customers in a professional and courteous manner.

· Enter and process customer orders accurately in company ERP system within a timely manner.

· Respond to customer orders with an order acknowledgement once they have been entered into company ERP system.

· Forward new orders and related information to the sales team.

· Provide back-up support to the internal sales team for the quoting process as needed.

· Respond to customer inquiries regarding general questions, status of orders, changes, etc.

· Follow up on orders, including FAI requirements, documentation, and delivery status.

· Coordinate drawing submittals and approvals with customers and internal teams.

· Maintain organized order records, notes on inquiries, and documentation.

· Provide world class customer service with a high level of attentiveness, quick responsiveness, upbeat attitude, accurate and timely responses.

Competencies

· Accuracy - Ability to perform work accurately and thoroughly.

· Accountability – Ability to accept responsibility and account for his/her actions.

· Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.

· Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.

· Detail Oriented - Ability to pay attention to the minute details of a project or task.

· Autonomy – Ability to work independently with minimal supervision.

· Organized - Possessing the trait of being organized or following a systematic method of performing a task.

· Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

· Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service,  or idea.

· Working Under Pressure - Ability to complete assigned tasks under stressful situations.

· Tactful – Ability to show consideration for and maintain good relations with others.

· Communication, Oral - Ability to communicate effectively with others.

· Customer Oriented - Ability to take care of the customers’ needs while following company procedures.

· Communication, Written - Ability to communicate in writing clearly and concisely.

Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Some of the work will require exposure to loud noises or fumes in the manufacturing environment.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Position Type and Expected Hours of Work This is a full-time position, and typical work hours and days are Monday through Friday, 8:00AM to 4:30PM

Requirements

Required Education and Experience

1. Associate’s degree in communication, marketing, sales or business administration.

2. PC literate with working knowledge of MS Office Suite; Word, Excel, Outlook, PowerPoint, Adobe

3. Experience with ERP systems.

4. 2 - 3 years working in an office environment providing administrative assistance.

5. Experience with IT and phone systems.

Preferred Education and Experience