Job Description:The Customer Support Coordinator interacts with manufacturing customers via inbound and outbound calls and on-line via email and customer portals. The position provides customer service support, resolution of customer problems, order management and coordinating the timely shipment of product to customer sites. Additionally the role is responsible to support new requests for sales quotes, account set-up, and product samples order entry. The role interacts with Regional Sales Managers, Project Engineers and Production line Managers, as well as coordinating with Shipping & Receiving and Warehouse department employees.Essential Functions of the role:
- Ensure service delivered to our customers meets Key Performance Indicators ( KPI's )
- Listen to customer needs and concerns; maximize the opportunity to build rapport with the customer
- Treat all customers courteously and professionally
- Maintain basic knowledge of Company products
- Effectively manage and respond to all incoming calls and emails in a timely manner
- Use master quoting parameters to determine customer pricing and associated margins for all new quotes
- Daily review of incoming orders, entry into ERP system (via email, Fax, or generated by EDI system), including Customer Portal work (automated demand management systems)
- Collaborate with Regional Sales Managers and Project Engineers to have drawings created for parts, develop customer quotes required for new item set-up or re-quote
- Coordinate product sample builds with sample department and ensure timely customer delivery for pilot builds and testing
- Manage and resolve customer issues, create paperwork for returns, generate re-work orders and other tasks as assigned
- Must be able to follow communication procedures, guidelines and policies to comply with Sales Team goals and objectives as well as adhere to corporate integrity standards to achieve growth initiatives that will include sales revenue and profitability goals
Skills & Knowledge Required:
- Strong communication skills, both verbal and written
- Professional demeanor with effective customer service skills
- Dependable
- Strong attention to detail
- Ability to collaborate across a wide range of position and people
- Strong organizational skills; Ability to multi-task and prioritize work
- Effective time management skills
- Ability to be adaptable & flexible
- Able to work in a repetitive, fast paced environment that is customer deadline driven
- Self-directed
Education & Experience Required:
- High school diploma or GED equivalent
- Minimum of three years of professional experience in a customer service role
- Strong Microsoft Office skills (Word, Excel & PowerPoint)
- Experience collaborating with other professionals in various internal departments to achieve results
- Prior experience using an ERP system
Education & Experience Preferred:
- Associate's or Bachelor's degree
- Five years of experience in a similar role
- Experience using Sumif's, vlookup, charting & pivot tables in Excel
- Prior Syteline experience
- Experience working in a manufacturing facility
- Experience using customer portals