Position Summary
The purpose of this position is to ensure the delivery of excellent customer service through fast and accurate processing of orders, customer communication, and coordination with other departments to resolve inquires. The CSR is the first point of customer contact for general inquiries such as pricing, products, order status, shipping discrepancies, etc. The goal is to build and maintain business relationships with customers by providing prompt and accurate service so as to promote customer loyalty and meet our vision of providing Word Class Product, Value and Customer Service.
Essential Job Functions
Job duties include but are not limited to the following activities:
- Enter orders which require a basic understanding of product and stocking locations by the customer Accuracy is key
- Resolve e-mail and phone inquiries regarding Order Status, Product and Pricing for Customers and Sales
- Expedite orders, working with various internal departments to ensure product availability and timely shipment
- Initiate debits/credits resulting from customer feedback; this involves researching and understanding the problem and taking appropriate action; follow-up on Return Good Authorizations
- Log all Quality Issues
- Work with various internal departments on customer issues and needs (Billing, Credit, Shipping, Planning, Purchasing, etc)
- Partner with sales reps to act as a true Fenestration Solutions Experts
- Work with Engineering and other departments to set up new item numbers or customer cross-references
- Ensure all customer profiles are accurate and up to date
- Knowledge of International shipping requirements, including Commercial Invoices and Incoterms: Communicate with customers and freight forwarders to ensure prompt payment, order processing and shipping
