Analysis Skills, Customer Relations, Customer Satisfaction, Datasheets, Freight Forwarding, Negotiation Skills, Order Delivery, Order Management, Order/Customer Fulfillment, Purchase Orders, Purchasing/Procurement, Resolve Customer Issues, Sales, Warehousing
This position will provide support ensuring that customer satisfaction with the order process by completing all the necessary steps through the order and delivery process.
Responsibilities
Under minimal supervision, performs varied and moderately complex tasks including but not limited to:
- Receives customer requests by telephone, email, mail, or in person.
- Analyzes requests, provides information requested, or ascertains who can best provide the information; routes the request to the proper person.
- Responds to requests from customers as it relates to orders, product availability, dispute resolution, invoice requests, shipment proof of delivery (PODs).
- Receives, reviews, and enters all customer requests according to standard procedures.
- Responsible for guiding complaint resolution to ensure that proper and satisfactory closure is obtained for customers.
- Investigates and brings to resolution disputes.
- Places purchase orders for products from internal, external, and overseas supplies on a needs basis.
- Will support purchasing department as it relates to stocking, PO status for order fulfillment.
- Requests status from factories, negotiates delivery dates, updates, provides dates on sales orders, advises customer of process status.
- Arranges routing of products with local and international forwarding companies; acts as liaison between customers and transportation companies to assist with delivery of goods.
- Ensures freight forwarders and others receive information such as shipping date, weight, dimensions of equipment shipped, max load calculations, Material Safety Data Sheets (MSDS) for refrigerant, as well as IMO information.
- Coordinates re-routing of orders when applicable.
- Monitors and attains documentation for orders covered by Letter of Credit (LC) to ensure shipment according to terms identified.
- Collaborates with credit department in the releasing and presentation of documents to bank of LCs.
- Analyzes transactions, corrects records, and adjusts errors.
- Maintains liaison with other departments for order completion: sales, credit, warehouse, and general office.
- Reports any and all out-of-line conditions affecting customer satisfaction.