Order Managment

Position: Customer Service Representative

Job Summary:

Responds to customer inquiries, expedites critical orders, communicates dispositions, researches, and resolves issues, and research 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.
• Identifies, investigates, and participates 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:

• Extensive knowledge of the organization, job, practices, and procedures, enabling a high level of contribution.
• Completes complex assignments requiring significant judgment, initiative, and problem-solving skills.
• Work is performed under minimal guidance and assigned in the form of desired expectations. Independent judgment is used to determine best approach, and creativity is expected to achieve maximum results and handle new situations.
• Collaboration with internal or external contacts. May participate on teams for special assignments. Responds to requests from senior management, internal and/or external contacts.
• Actions may have significant impact to department as well as others. Errors may be difficult to detect and remedy and potentially result in loss of customer business, materials, money, and/or time.