POSITION SUMMARY

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. Liaison for customer's purchase order and que status, constant contact communication with internal and external sources according to company established procedures. Process management of current jobs; serves as RMA contact, expediter of final operations, RMA’s, and outsourcing.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

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

Essential Functions Statement(s)

• Provides administrative and clerical support to Sales & Marketing Department, works on routine tasks and special projects as assigned by department manager.
• Confer with customers by e-mail, telephone or in person to take or enter orders, receive changes, or to obtain details of complaints.
• Previews work queue’s making adjustments as necessary for final order operations.
• Communicates anticipated shipment date changes to customers. Works with PPD to expedite orders.
• Edit customer profile on M1 with changes such as contact person, telephone number, address, and customer's shipping locations.
• Keeps record of customer interactions and transactions, recording details on M1 Call Management of inquiries, complaints, and comments, as well as actions taken.
• Resolves customers' service or billing complaints by gathering information from the correct departments and conveying back to customer.
• Follow up or checks to ensure that appropriate changes were made to resolve customers' problems.
• Refer unresolved customer grievances to appropriate manager or department for further investigation.
• Initiate invoice adjustments to accounting department, channel appropriate documentation & information to accounting department to have credit memos issued.
• Prepares job status data for weekly conference calls.
• Performs Return Merchandise Authorizations and notify customer on status of replacements.
• Defines and inputs customer's inventory instructions in the M1 data base.
• Maintains out sourced delivery dates and updates to scheduling and purchasing.
• Updates priority levels and move jobs up as necessary to expedite shipping close.
• Coordination of expediting outsourced jobs.
• Verification/communication of end of day shipments for what must get shipped to meet deadlines.

POSITION QUALIFICATIONS

Competency Statement(s)

• Attendance Management - Meets company standards in attendance and punctuality. Attends work consistently and on time.
• Communication Skills, Oral & Written - Ability to communicate effectively with others using the spoken word. Ability to communicate clearly and concisely in written form.
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
• Accuracy - Ability to perform work accurately and thoroughly.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• 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.
• Teamwork - Ability to work effectively in a Team environment; contributing equally to both team and individual success.
• Safety Awareness - Ability to identify and correct conditions that affect employee safety.

SKILLS & ABILITIES

Education: High School Graduate or General Education Degree (GED): Required Associate's Degree (two year college or technical school) Preferred, Field of Study: Business Administration

Experience: 2 plus years of experience in Customer Service related fields

Computer Skills:

Proficient computer skills including Microsoft Outlook, Word, Excel. Ability to efficiently and accurately navigate and use company's business software system, M1.

Other Requirements:

Work activities include getting information, interacting with computers and communicating with persons outside the organization, as well as within. Ability to resolve conflicts and negotiate with others is required.

PHYSICAL DEMANDS

N (Not

Applicable) Activity is not applicable to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs./day)

F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)

C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs./day)

Physical Demands Lift/Carry

Stand O

Walk O

Sit F

Manually Manipulate F

Grasp F

Reach Outward O

Reach Above Shoulder N

Speak F

Climb N

Crawl N

Squat or Kneel O

Bend or Twist O

10 lbs. or less O

11-20 lbs. O

21-50 lbs. O

51-100 lbs. N

Over 100 lbs. N

Push/Pull

12 lbs. or less O

13-25 lbs. O

26-40 lbs. O

41-100 lbs. N

Other Physical Requirements

• Vision (Near, Distance)
• Ability to wear Personal Protective Equipment (PPE) - Safety eyewear and protective footwear when in manufacturing areas.

WORK ENVIRONMENT

Modern cubical offices situated within a manufacturing facility.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.