Job Description

Description

Position Summary

The purpose of this position is to ensure the delivery of excellent customer service through fast and accurate processing of orders, customer communication, and coordination with other departments to resolve inquires. The CSR is the first point of customer contact for general inquiries such as pricing, products, order status, shipping discrepancies, etc. The goal is to build and maintain business relationships with customers by providing prompt and accurate service so as to promote customer loyalty and meet our vision of providing Word Class Product, Value and Customer Service.

Essential Job Functions

Job duties include but are not limited to the following activities:

• Enter orders which require a basic understanding of product and stocking locations by the customer Accuracy is key
• Resolve e-mail and phone inquiries regarding Order Status, Product and Pricing for Customers and Sales
• Expedite orders, working with various internal departments to ensure product availability and timely shipment
• Initiate debits/credits resulting from customer feedback; this involves researching and understanding the problem and taking appropriate action; follow-up on Return Good Authorizations
• Log all Quality Issues
• Work with various internal departments on customer issues and needs (Billing, Credit, Shipping, Planning, Purchasing, etc)
• Partner with sales reps to act as a true Fenestration Solutions Experts
• Work with Engineering and other departments to set up new item numbers or customer cross-references
• Ensure all customer profiles are accurate and up to date
• Knowledge of International shipping requirements, including Commercial Invoices and Incoterms: Communicate with customers and freight forwarders to ensure prompt payment, order processing and shipping

Qualifications

Knowledge, Skills and Abilities

• Analytical, with high attention to detail
• Ability to use dual monitors and function simultaneously in multiple systems
• Good organizational skills; ability to use dual monitors and function simultaneously in multiple systems
• Reliability consistently adheres to scheduled times for breaks, lunch, etc. Ability to change work schedule to accommodate other team members
• Team Work works well with other members of the department as well as others in the company
• Ability to be resourceful and flexible as conditions change or while encountering obstacles
• Good working knowledge of Microsoft Excel, including basic sorting and manipulation of a spreadsheet
• Must be able to type a minimum of 40-50 wpm with very high accuracy

Educational & Certification

• High School Diploma, Two year degree is a benefit