Department: Sales
Reports To: Account Manager
Pay Range: Based on Experience
Summary:
Customer service – sales support plays a pivotal role in ensuring seamless communication between our
customers and the sales department. Your attention to detail and strong interpersonal skills will contribute to
the efficient processing of orders and the overall satisfaction of our valued clients.
Essential Duties/Responsibilities:
- Receive and review incoming customer purchase orders, ensuring accuracy and completeness.
- Enter orders into the system accurately and promptly, while adhering to established guidelines and
procedures. - Collaborate with the sales team to address any order-related inquiries or discrepancies.
- Serve as a primary point of contact for customers, providing exceptional service and addressing
inquiries related to orders, products, and services. - Communicate order status, shipment details, and delivery timelines to customers in a timely and
professional manner. - Collaborate closely with the sales department to assist in identifying upselling and cross-selling
opportunities based on customer needs and preferences. - Provide account managers with order-related information and updates to support their interactions
with clients. - Handle customer concerns, complaints, and issues with empathy and professionalism, working to find
prompt and effective solutions. - Escalate complex problems to the appropriate teams while maintaining ownership of the customer's
experience. - Maintain accurate and up-to-date customer and order information in the database, ensuring data
integrity and confidentiality. - Generate and maintain records of customer interactions, orders, and inquiries for reporting and
analysis purposes. - Identify opportunities to streamline order processing workflows, improve customer service efficiency,
and enhance the overall customer experience. - Provide insights and suggestions to enhance sales support processes and contribute to continuous
improvement initiatives. - Responsible for new customer onboarding and current customer maintenance
- Responsible for price changes in QuickBooks
- Other duties as assigned.
Knowledge, Skills, Abilities:
- High school diploma or equivalent; associate or bachelor’s degree preferred.
- Previous experience in customer service, sales support, or a related field is an advantage.
- Strong communication skills, both verbal and written, with a professional and courteous demeanor.
- Excellent attention to detail and accuracy when processing orders and managing customer
information. - Problem-solving abilities and the capacity to handle customer concerns with patience and tact.
- Strong organizational skills, with the ability to manage multiple tasks and priorities simultaneously.
- Communicate and collaborate with cross-functional teams, including production, engineering, and
customer service, to address quality-related concerns and provide support as needed. - Stay updated on industry trends, advancements, and best practices related to rotational molding and
quality control.
Physical Requirements:
Position includes walking, standing, lifting to 50lbs and working in a production setting.
The essential functions and qualifications detailed in this description are not all inclusive.
Employees may be assigned additional responsibilities based on the needs of the organization.