Representative, Customer Service

Job Description

+ Follow developed procedures pertinent to the effective and efficient operations of Customer Service department + Monitor programs and procedures to ensure on-time delivery to meet customer expectations, while maintaining in-depth knowledge of the Company s systems and processes and participates in the development of same + Facilitate order management from order receipt through invoicing to the customer utilizing a thorough understanding of supply chain capabilities and current status;Resolve customer s order issues by utilizing company process knowledge & skills + Develop a thorough knowledge of all Enterprise products and their functionality and utilize such knowledge to service internal and external customers, business partners, and sales organization + Provide customers with product literature and documentation when necessary or appropriate;Report and manage daily reports and metrics + Perform various functions involving order management such as handling inbound/outbound calls from and to customers, business partners, and the sales organizations regarding; order entry, order confirmations, orders acknowledgements, order change notifications, and website inquiries, among other incidental tasks and duties + Provide support and back up assistance to peers + Communicate with the internal teams on order scheduling & potential scheduling issues + Set customer expectations and priorities for the supply chain (not just expedites) + Identify opportunities to improve efficiency and enhance customer satisfaction and appreciations + Perform other duties assigned and unassigned that are required by the needs of the business + Support quality and warranty process as needed + Guide customer to higher revenue and margin products, as appropriate + Participate in on-going product, process, and business skills training + Develop and maintain constructive and cooperative working relationships with customers, prospects, colleagues and supervisors and maintain them over time