POSITION SUMMARY: Delivers high quality service and support to assigned customer accounts; interacts with Customers, Sales Directors, Technology and Operations to provide information in response to inquiries about products, services and to handle and resolve complaints. Tracks and reports out on monthly volume and department metrics

RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Confer with customers by telephone, email or in person to provide information about products and services, to take or cancel orders and obtain details of complaints
• Work with supply chain team to coordinate deliveries for assigned accounts
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken
• Record, track, and refer customer action reports (CARs) to designated departments for further investigation; monitor through case lifecycle to ensure prompt and satisfactory resolution and close the loop with the customer
• Make recommendations to customers for new or additional products and services
• Develop and maintain positive and professional relationships with assigned customers across multiple markets
• Collect and process necessary paperwork for invoicing, generate and send invoices, track, and record invoices on monthly tracker
• Obtain and record insights from customers and potential customers for use by sales team members to develop account strategies
• Obtain order forecasts from customers to be used for mid-month snapshot reporting and business planning
• Travel as necessary to assigned accounts for onboarding and check-ins
• Track and report out on daily and monthly volume progression and provide insight into changes as needed
• Pulls documented information for quarterly department audits and investigates follow up items as needed

KNOWLEDGE, SKILLS AND ABILITIES

• Interacting with Computers-Using computers and computers systems to set up functions, enter data or process information
• Getting Information-Observing, receiving and otherwise obtaining information from relevant sources
• Making Decisions, Solving Problems-Analyzing information, and evaluating results to choose the best solution and solve problems
• Documenting and Recording Information-Entering, transcribing, recording, storing, or maintaining information in written or electronic form
• Communicating with Supervisors, Peers, and Customers- Providing information to supervisors, coworkers, and customers by telephone, in written form, by email or in person
• Processing Information-Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data
• Establishing and Maintaining Interpersonal Relationships- Developing constructive and cooperative working relationships with others and maintaining them over time
• Evaluating Information to Determine Compliance with Standards-Using relevant information and individual judgment to determine whether events or processes comply with standards
• Customer Service-Knowledge of principles and processes for providing customer services. This includes assessing customer needs, meeting quality standards for services, and evaluating customer satisfaction
• English Language-Knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of grammar and composition.
• Computer systems & software-Knowledge of ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management) systems as they pertain to customer service tasks, knowledge of MS Office tools including Excel, Word, PowerPoint, Oracle NetSuite
• Mathematics-Knowledge of arithmetic, algebra, and their applications
• Active Listening-Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times
• Reading Comprehension-Understanding written sentences and paragraphs in work-related documents
• Time Management-Managing own time and ability to become quickly self-sufficient
• Critical Thinking-Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Business Communication-Ability to communicate clearly, completely, concisely, considerately, correctly, and courteously in a consistent fashion in a variety of forums (phone, presentation, meetings etc.)

EDUCATION AND EXPERIENCE

• Bachelors Degree or HS diploma/GED and equivalent work experience required
• Experience working with multiple customer accounts, ranging from small to high profile, sales support, or customer service required
• Experience with ERP and CRM is required; experience using Oracle NetSuite, Microsoft Great Plains, Salesforce, is preferred, along with ability to pick up new and third-party systems quickly
• Relevant experience in manufacturing or energy industries strongly preferred
• Experience creating accurate and complete professional reports and presentations for internal customers/stakeholders (e.g. Sales, R&D, and Executive level teams) is required
• Some experience developing and improving departmental processes and KPIs preferred
• Some experience backing up department lead job functions as needed is preferred