Customer Support Specialist

POSITION SUMMARY

Responsible for customer order entry and order fulfillment process, including analyzing and processing customer inquiries, orders, acknowledgements, returns, credits, debits, and requests for information regarding delivery, expedites, push outs, blanket order management, customer order forecasting and general order and process information.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Establish and maintain good relations with HKP customers (internal and external) such as operations, engineering, sales, manufacturer s sales representatives, accounting, and administration through various correspondence involved in processing customer inquiries and orders
• Review all incoming customer orders to ensure that the part number, quantity, product specifications and price are consistent with those stated in the quotation. Ensure
  orders meet all Sarbanes Oxley compliance criteria.

• Enter and process orders into operating system and advise customer and field sales of acknowledged ship dates as provided by the manufacturing plants. Advise customers of discrepancies between the quote and purchase order and work with them to obtain a revised, corrected copy of purchase order from customer.

• Perform customer relation duties on products sold by acting as a liaison between the customer, field sales, and the Company to ensure customer satisfaction. Re-direct customers to appropriate departments and/or to the website for RMA requests.

• Work with customers and operations for customers who request expedited delivery on orders to meet customer delivery requirements.

• Coordinate with outside sales as appropriate. Forward copies of correspondence to the sales team, as well as manufacturer sale teams as necessary, to enable them to follow up on new business opportunities, quotes, and service problems.

• Keep the Customer Service Supervisor informed with regard to unusual situations or particularly large inquiries, changes in shipment, or delivery trends that may affect Company sales.

• Adjusts customer s accounts or orders, based on complaints concerning billing, referring complaints of service failures to designated departments for investigation.

• Attend online customer meetings, as needed

• Identify opportunities for process improvement

• Other duties as assigned

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES

Associate degree (A. A. ) or equivalent from two-year college or technical school; or two to three years related experience and/or training; or equivalent combination of education and experience.

Strong ERP systems knowledge, such as Oracle, Navission, and SAP

Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook, etc. )

Skilled in reviewing customer purchase orders terms and conditions

Must demonstrate excellent internal and external communication skills and strong customer focus

Must be able to work well within a team or independently and demonstrate initiative to drive for results

Strong collaboration skills required