Education and Experience Required:|
Minimum secondary degree in a related field, or 5 years proven experience/knowledge of related business or process.
Minimum three years experience in customer service environment
Strong Problem solving and analytical skills
Strong communication skills, both oral and written
Proficient with Microsoft office and preferably with J.D. Edwards systems
Excellent administrative skills
Personal Trait Profile:
Have the ability to gain and retain an up-to-date knowledge of Carlisle Transportation Products products, order systems, catalogs, price lists and sales promotions.
Highly developed customer contact communication skills.
Excellent organizational skills
Experience in using practical judgment dealing with sales and business issues.
High tolerance for pressure generated from problem situations.
Job Purpose Statement:
The Customer Service Coordinator provides professional customer support by processing orders, preparing correspondence and inquiries and fulfilling customer needs to ensure customer satisfaction. Summary of Responsibility: The Customer Service Coordinator (CSC) promptly and courteously answers telephones, e-mails, faxes, receives/processes and enters orders; handles inquiries, reports complaints, works with credit department; as required work with customer's computer linked systems and provides general information to both internal and external Carlisle Transportation Products customers.
This position is responsible for performing analysis of customer orders and inquiries at a high level. Has direct responsibility for maintaining a professional manner in handling the customer's requirements. This position is responsible for processing orders; advising customers regarding product and programs; advising management of crucial changes in customer order patterns and any serious conflict that may occur that could be detrimental to our continuing to do business with a customer and for being organized and practicing 5S office technique.
These positions require independent decisions, taking into account risks and liabilities to the Company. Responsible to ensure compliance with Federal, State, and Local laws or regulations Essential Duties and
Receive telephone orders and inquiries in a prompt, accurate and courteous manner.
Determine, correct and communicate order information accuracy to customer and internal personnel
Process order and product inquiries. Correct and communicate inaccurate data.
Perform as liaison between Carlisle Transportation Products and our customers. Records information (complaints, literature and catalog requests, credit requests, return product requests, product complaints, special requests, etc.);
Use customers computer linked system to maintain reports and perform other analysis as required and routes the information to the appropriate Carlisle Transportation Products personnel as well as the customer. Follows up with Carlisle Transportation Products personnel to assure that information is communicated in a prompt, accurate and courteous manner to our customers.
Proactively contact customers via telephone as a courtesy call and/or to discuss current sales programs and to initiate new orders.
Accountable for the follow-up of orders and inquiries initiated by customer accounts that have been assigned to the CSC. This includes reviewing computer generated open order reports to determine status of "old" orders as well as the proactive analysis of current and future orders and continual communication with the manufacturing and distribution facilities.
Performs clerical duties associated with processing customer orders in a prompt, courteous and accurate manner.
Immediately notifies supervisor of all situations of a unique or serious nature, including the solicitation of immediate supervisory involvement with customer complaints and sales issues.
Evaluates the credit requests and/or deduction made by the accounts in the CSC assigned region, prior to entry into the system. This requires research using the computer system, files, Marketing, Sales, Manufacturing and Shipping to determine final outcome of the deduction or credit request.
Performs other duties as assigned by management.
8:00 to 5:00 schedule will change upon business needs.