Job Description:

• Customer Interaction:
  • Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
  • Load orders into the system accurately and efficiently.
• Sales Activities and Support:
  • Handle day-to-day sales activities, sales support, and customer service tasks for specified customers and assigned accounts.
  • Maintain efficiencies in corporate operational processes and procedures.
  • Serve as a liaison among internal resources (field sales, engineering, supplier marketing, manufacturing facilities, purchasing, and other corporate departments), suppliers, and customers.
  • Process quotes and order preparation for specified customers and work with centralized PMs for Quote and Debit information.
  • Notify customers of related price changes.
• Problem Resolution:
  • Address and resolve customer complaints and issues effectively, ensuring customer satisfaction.
  • Ensure execution and manage demand creation activity, applicable contracts, value-added programs, returns, invoicing, credit, and shipping issues.
  • Handle local expediting and assist global opportunities through local escalation.
  • Provide proactive notification to customers of changes to delivery status, conduct bond reviews with customers, and manage Hard & Planned Order management.
• Documentation:
  • Accurately document customer interactions and transactions, recording details of inquiries, complaints, and actions taken.
• Feedback Collection:
  • Gather and report customer feedback to help improve processes.
• Team Collaboration:
  • Work closely with other departments to ensure a seamless customer experience.
  • Support the sales team with direct customer contact for the Order to Invoice process within Planned Demand.
  • Act as a liaison between the sales team to perform root cause analysis and provide more complex problem-solving.
  • Attend and lead customer shortage calls, set internal action plans, and communicate to appropriate account team members.
• Process Improvement:
  • Suggest and implement improvements to enhance the efficiency and quality of customer service operations.
  • Coordinate resources and processing of customer quotations and manage e-Compass engagements and bond requests.

Job Complexity

• Developed specialized skills or multi-skilled through job-related training and considerable on-the-job experience.
• Completes work under moderate supervision.
• Likely to act as an informal resource for colleagues with less experience.
• Identifies key issues and patterns from partial/conflicting data.
• Takes a broad perspective to problems and spots new, less obvious solutions.