Job description
Summary of Position
Responsible for assigned territory(s) within the Architectural Egress and Access group, including intercompany business units and DSS Sales team
Interact with the Profit Centers, Order Entry, Sales Admin, Shipping and Finance to support all levels of customer requirements.
Support Manager of Customer Service as required
Principal Responsibilities
- Provide guidance and assistance to customers
- Respond to all inquiries regarding all requests for information, pricing, orders, product availability, expedites and shipping information.
- Process CCFs and RGAs within 24 hrs. of receipt to ensure 5-day replacement goal to meet customer expectation.
- Resolve all DON (Delayed Order Notifications) pertaining to customer orders for assigned accounts within 5-day policy.
- Make decisions that maintain a balance between company policy and customer benefit.
- Provide training and support on all customer applications
- Utilize CRM database
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience and to help improve NPS scores
Requirements
- B.S. Degree, or equivalent experience, (3+ years in Customer Service)
- Customer Service experience in the manufacturing industry /environment
- Ability to work with multiple applications, strong computer skills and excel in trouble shooting system applications
- JDE or similar ERP Systems
- Strong communication and organizational skills
- Attention to Detail
- Customer Focused
Function
Experience level
Location
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