Senior Specialist, Customer Services

Job Summary/Overview

The Senior Specialist, Customer Service provides support to the Customer Service and Sales Departments including exceptional, courteous, and efficient customer service with timely responses to customer inquiries/problems, accurate data entry and customer order processing, and communication of product information; in accordance with company policies and procedures.

Essential Duties and Responsibilities

• Ensure customer satisfaction through prompt and knowledgeable communications regarding order inquiries, delays, problems and product information.
• Provide courteous and efficient service to customers including accessibility via telephone and prompt return of phone calls.
• According to procedures, accurately enter customer orders into the computerized system in a timely manner.  Process customer orders, changes to any orders, and order acknowledgements.
• Identify and process all Canadian orders while also being able to process all Brake and Engineered Radio orders using the drop ship process (Canadian orders only).
• Identify and keyword all rush orders through the On Base document imaging system. All non-rush orders should be sent to the standard processing folder.   
• Assist with order entry training within the Customer Service Department.
• Identify any special instructions and mark all collect on delivery orders, transfer orders, engineered orders, and bills of materials to the shop floor for production. 
• Enter price, engineering and/or shipping changes on all active orders.
• Enter engineering changes and bills of materials into the computerized system when received from the Engineering Department.
• When orders are changed, send a change notice to appropriate production personnel, buyer and sales person.
• Review orders entered by the Sales Department and make revisions to ensure accuracy.
• Review and verify orders and engineered orders for credit approval and Collect on Delivery.  Make and forward required copies of documentation for the Credit Department.
• Coordinate with the Purchasing Department and expediter to ensure parts are ordered for customers products to ensure on-time delivery/shipment. 
• Coordinate among Sales, Materials, Production, Test and Shipping Departments ensuring that customer orders are efficiently shipped according to their delivery requirements.
• Ensure that all customer accounts are accurate by making the necessary address changes based on customer purchase orders or faxed/emailed notification from customer.
• Track shipments with carriers and send Proof of Delivery to customers.
• Complete and maintain all required paperwork, records, documents, etc.
• Follow and comply with all safety and work rules and regulations.  Maintain departmental housekeeping standards.
• Complete special projects as assigned.

Knowledge, Skills, Competencies, and Abilities

• Proficient computer skills working in Microsoft Office
• Excellent attention to detail
• Ability to build relationships both internally and externally to support our customer needs
• Ability to prioritize and approach assignments with sense of urgency
• Excellent organization and time management skills
• Strong verbal and written communication skills to effectively communicate with customers, sales and internal personnel
• Demonstrates the ability to learn and adapt in fast pace environment
• Must be punctual and possess a strong work ethic
• Ability to problem solve and think creatively
• Demonstrates the ability to work in a team atmosphere
• Demonstrates the ability to multitask and work under pressure
• Experience with interpreting company policies and procedures to enforce compliance
• Self-starter with a positive attitude

Required Qualifications

• High School Diploma
• 4+ years of experience in customer service

Compensation

$23.00 - $27.00 + benefits 

Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in incentive plans will be provided if an employee receives an offer of employment.