this position will interface with customers, outside sales, and production. the position focus is on all aspects of placing/following up on orders and resolving customer inquiries for multiple product brands while providing a high level of knowledgeable support. role will include limited supervision and extensive external/internal contact and requires a superior level of customer service skills while responding to and processing a high volume of routine calls and orders.
essential functions:
research and recommend solutions for all incoming calls regarding pricing and availability, order changes/status, complex product questions for multiple product brands
process domestic standard distributor orders via fax, electronic via jde system, phone and email for multiple functional areas/brands independently and accurately
process all non-standard orders via multiple systems independently and accurately
process direct orders with understanding of the differences between direct and distribution business
work with sales, marketing, production, shipping and other operating functions regarding product, delivery or service matters
monitor or follow-up on scheduled shipment dates to ensure timely delivery. this may include obtaining proof of delivery and/or expediting shipment as needed.
coordinate assistance customers in part replacements for multiple product brands
ensure all customer requests are responded to in a timely and professional manner
act as key contact support for specific customers which may include managing accounts as assigned
participate in special projects as required
maintain high level of performance by meeting team key performance indicator (kpi) goals
provide training/mentoring for customer service reps as required
may be required to perform additional duties as assigned
qualifications / job specifications:
associates degree or equivalent work experience
3+ years of customer service in a manufacturing environment advanced knowledge of customer service principles and practices
knowledge in electrical and thermal terminology
knowledge in manufacturing processes
knowledge in multiple product lines including but not limited to the enclosure and cooling lines
skills in attention to detail and accuracy
demonstrated skill in using personal computers including microsoft office word, excel and outlook jd edwards and business intelligence systems etc.
demonstrated skill in identifying root causes of complex problems/issues by asking probing questions and the ability to develop recommendations for resolution
skill in managing multiple tasks/projects along with the ability to work in a fast paced team environment in a self-directed manner
demonstrated skills to learn and retain advanced product knowledge for use is day to day responsibilities
ability to use product knowledge to makes excellent decisions that result in improved customer satisfaction and is looked upon by others as resource for that knowledge.
ability to complete tasks on or ahead of schedule while improving techniques on performance. always willing to go the extra mile to complete projects on schedule. does not give up on tasks until completed in a quality manner.
demonstrated ability to maintain professional customer service manner when dealing with dissatisfied customers and demonstrate empathy for the customers situation
ability to build and maintain effective work relationships across functional areas
ability to demonstrate an attitude that makes a positive difference, take extra efforts to improve knowledge and skills to be the best in the profession. adheres to the highest level of professionalism by demonstrating honesty, integrity and maturity.
ability to contribute knowledge and information to assist the team, especially in the problem solving process. resolve any interpersonal issues that arise that may jeopardize team successes.
demonstrated ability to utilize strong written and verbal communication skills, with the ability to interface with people at all levels within the organization and outside the organization
ability to train/mentor others within area of expertise to foster cross training
ability to adapt to rapidly changing business circumstances and have the ability to thrive in a constantly changing business environment.
equal opportunity employer/veterans/disabled
the company will consider qualified applicants with arrest and conviction records
--
United States, San Diego ,California
2022-07-06
2022-08-05
1693709
Please report inappropriate ads by sending a message to abuse@expatriatesjobs.com. Please include the Job ID located in the header of each ad
