This position is accountable for providing quality service by handling inbound and outbound telephone calls in a customer contact center. Performs duties that require knowledge of company policies and procedures, including pricing, contract review, product specifications and applications, quote and order entry, returns and credit requests.
Essential Duties and Responsibilities:
Establish and maintain positive customer relations via telephone by resolving customer issues, complaints or errors, and making operational or procedural recommendations to improve customer satisfaction, as needed, according to company policy.
Adhere to company and departmental policies with regards to attendance, daily schedules and call handling expectations.
Acts as inside contact and liaison for Garlock Customers, Area Managers, Regional Managers, Product Line Marketing personnel, Quality Assurance, Engineering, and/or shipping to clarify questionable items on quotations and orders.
Prepares Special Order Checklists as necessary. Sales Order changes are made and appropriate individuals are notified in accordance with company policy and customer requests.
Contributes towards a positive work environment, is a team member by working cooperatively with other Garlock departments, attending and participating in meetings and other Garlock functions.
Embrace and drive change positively.
Identify opportunities through outbound calling while building/managing customer relationships utilizing salesforce.com.
Evaluates urgency of the customer’s requirements and coordinates with production control to obtain less than lead time delivery dates, expedited deliveries or move ups on new or existing orders. Advise customer of special handling charges, overtime and/or other charges that may be associated with less than lead-time deliveries or cancellations.
Maintains accurate records of all correspondence received and sent, including formal and informal quotations, internal memos, procedures, instructions, sales orders, technical data, etc.
Participates in TCV Program or other project teams as needed.
Develop and maintain a strong working knowledge of Garlock product services and company policies. Continuously pursues growth and learning.
Provides coverage on a routine basis for 24 hour emergency service for weekends and holidays as scheduled.
May be required to edit and correct orders received via EDI.
Required to understand shipping terms, freight terms, and methods to insure the accurate information is entered and products are shipped according to the customer’s request.
Associates Degree in Business
Excellent verbal and written communication and listening skills
Extremely comfortable working with computers using a variety of applications in a windows environment.
Ability to perform multiple functions in a fast-paced working environment.
Analytical and problem solving abilities.
Flexibility in work schedule.
Strong organizational skills.
Strong interpersonal skills.