Job Descriptions

Job purpose/summary

Your primary role will be to manage inventory, so this role will need someone who is highly organized and good with communication. This role will be part of a team responsible for maintaining relationships with our existing customers and providing an exceptional experience. 

Duties and responsibilities

The ideal candidate will be responsible for:

• Providing technical guidance to staff on the systems, standards, and mechanisms put in place to provide and monitoring customer service performance and
• Being the main liaison between customer service and credit department as it relates to credit issues, which entails gathering proper documentation for credit requests and the approval process
• Ensuring customer communication related to order status is completed promptly
• Maintaining active communication between customers, sales staff, and manufacturing personnel concerning order status
• Providing accurate information and assistance to customers, which includes responding to inquiries, problem resolution, and selling of company services
• Supporting customer service groups with reverse logistics programs and related inventory levels
• Maintaining customer pricing in business systems, including entering contract information as required
• Creating process and close service orders as required
• Managing incoming calls for clients
• Performing other duties or special projects related to customer service

Competencies

The ideal candidate will demonstrate competencies in the following areas:

• Maintaining a good relationship with customers staying in constant contact until service work is completed
• Being a brand representative with a desire to work for the client and the customer alike
• Using a customer-focused, needs-based review process
• Maintaining an in-depth knowledge of customer account and billing processes, new customer information, and various policies and procedures related to product delivery and service
• Interpreting the organization-wide customer service strategy and policies and procedures specific to daily activities of customer service center representatives to ensure smooth operations of customer services work
• Time Management
• Process Management
• Quality Management System
• Customer Relationship Management
• General Management
• Cost Management
• Customer Service Management
• Information Management
• People Management
• Customer Management
• Service Management
• Transportation Management System
• Financial Management
• Content Management System
• Product Management

Tools and technologies

• Web-based Software
• Embedded Services
• Microsoft Applications
• Microsoft Access
• Microsoft Windows
• Microsoft Office
• Microsoft Suite
• Microsoft Security Essentials
• Microsoft Project
• Windows Operating System
• Microsoft Excel
• Microsoft XP
• Microsoft Word
• Microsoft PowerPoint
• Microsoft Outlook
• Microsoft Dynamics

Reporting relationship

To be completed by the user of this job description as appropriate

Direct reports (if appropriate)

To be completed by the user of this job description as appropriate

Qualifications

Education

To be completed by the user of this job description as appropriate

Certifications

To be completed by the user of this job description as appropriate

Other relevant qualifications

To be completed by the user of this job description as appropriate

Key Attributes

To be completed by the user of this job description as appropriate

Experience

To be completed by the user of this job description as appropriate

Working conditions (if required)

If the job requires a person to work in special working conditions this should be stated in the job description. Special working conditions cover a range of circumstances from regular evening and weekend work, shift work, working outdoors, working with challenging clients, and so forth.

Physical requirements (if appropriate)

If the job is physically demanding, this should be stated in the job description. A physically demanding job is one where the incumbent is required to stand for extended periods, lift heavy objects regularly, do repetitive tasks with few breaks, and so forth.