This Customer Service role the individual will be the front line to customers and will work with both internal and external customers, primarily over the phone. Portraying a positive, professional, friendly and helpful company image is critical. This position has a variety of responsibilities required to manage our customer’s needs and expectations including, but not limited to:
CUSTOMER AND ORDER MANAGEMENT
Single –Point-of-Contact to customer. Ensure your customer’s needs and expectations are met. Follow through with requests to completion.
Build and/or improve on lasting relationships with customers through knowledgeable communication and proactive calls.
Partner with sales to achieve sale growth initiatives and company value propositions.
New Customer orientation, conduct introduction and provide welcome packet.
Follow-up after first order making sure their first transaction with us was highly satisfactory to them.
Ensure orders are entered on-time, with 99.5% accuracy and shipped on-time.
Manage all aspects of order cycle to ensure customer satisfaction and hassle free interface with customers. Execute orders through multi channels i.e. eStore, customer portal, EDI, fax, e-mail, verbal etc. Trouble shoots connectivity to ensure receipt of orders
Review orders daily, and maintain as needed. Orders should have accurate prices, terms, customer information, dates, item numbers, quantities, shipping instructions, etc. Resolve any order holds.
Work independently with fulfilling entities to execute order cycle.
Interface with shared services to resolve any customer credit issues to ensure timely shipment.. Contact the customer to advise when orders cannot be released due to payment issues.
Exercise independent judgment and ownership in performance of duties. Proactively seek problem resolutions using appropriate resources in a timely manner while minimizing cost impact to company.
Responsible for promoting and training customers on all ecommerce tools and solutions. Maintain and seek understanding of existing and new ecommerce solutions.
Effectively manage work situation of moderate degree of complexity, which could impact company image and/or sales dollars and cost.
Document and initiate dispute resolution process as appropriate to ensure customer satisfaction. Engage sales where necessary using independent judgment.
Independently monitor and enforce material allocations with customer while maintaining positive customer relations.
Review TSCA and export license requirements as needed independent of supervision and Regulatory Dept. guidance. Report irregularities to Regulatory Dept.
Handle assigned projects in addition to daily tasks independently
Assist and manage order fulfillment to meet quarterly goals.
Assist other Customer Service Representatives when needed.
Perform all functionality of computer systems.
SERVICE, COMMUNICATION & TEAMWORK
Improve service through continually meeting and interacting with our customers and other internal departments to maintain your knowledge of products, programs, customer’s needs, new products, product availability and the production plans.
Actively participate on teams. Contributing skills and appropriate knowledge to drive to solutions and results.
Knowledge and compliance to all pertinent processes, policies and standards, both departmental and company-wide, needed to perform your primary responsibilities.
The individual in this position is also required to provide complete support and back up to the Customer Service Team during times of absence or as needed to complete workflow.
Education: 4-yr Bachelor’s degree preferred
Alternative: Combination of related years of college and/or years of customer service/sales experience equivalent to four years.
Intermediate PC skills; include Microsoft Office suite, and ERP systems.
Individuals in the position must be results orientated, organized, able to multi-task, work in a fast paced team environment and possess a strong customer-focused attitude: highly personable, accurate, relates well with people, service oriented, and a positive attitude.
Ability to meet and exceed customer satisfaction and resolve dissatisfaction.
Action oriented and high energy to work in a challenging, changing and flexible environment.
Demonstrated experience coaching and mentoring individuals.
Ability to prioritize and manage workload to meet customer demands and deadlines.
Excellent communication skills; written, telephone, speaking, reading and listening
Strong problem solving skills and ability to make decisions independently.
H.B. Fuller - 23 months ago
Welcome to the world of H.B. Fuller! Our company is a leading provider of specialty adhesives and chemical products used to create hundreds...