Customer Operations Clerk II

Description

• Responsible for processing all customer orders by telephone, mail or fax within internal guidelines. 
• Provides pricing and availability to customers using available data, price lists and related information.
• Resolves customer requests for adjustments in orders or billing. 
• Monitors delivery dates and notifies customers of delays.
• Verifies stock availability and enters orders for shipment of product.
• Handles transactions related to service contracts.
• Under authorized limits, resolves billing and invoice issues by effectively interacting with appropriate accounting personnel.
• Responsible for resolving issues at a higher level and within authorized limits.
• Works closely with the Customer Operations Supervisor and staff to ensure proper procedures are followed.
• Supports Customer Operations Supervisor in planning and coordinating short-term projects.
• Provides suggestions and feedback to management on work process improvements.
• Provides liaison between customers and various internal departments.
• Provides internal support for all sales area managers.
• Monitors customer questions and complaints.
• Maintains appropriate order files and records.
• Confers with Manager concerning the resolution of the most difficult cases.
•  Performs other related duties as assigned by management.

• Maintains polite and respectful communication both inside and outside of the Company.
• Attends and participates in group meetings as needed.
• Assists in training other Customer Operations Clerks while supporting manager and supervisor in routine work processes.
• Performs special work activities and miscellaneous duties as assigned by Company management.
• Seeks constant improvement in work processes and techniques in the department.
• Compiles statistics and prepares various reports for management as requested.
•  Maintains cleanliness and neatness of work area.

• Three - three years of previous customer service/order management related experience in a corporate environment.
• Ability to type 40 wpm with few or no errors.
• Ability to verbally respond to customer inquiries in person or over the phone.
• Ability to apply common sense to carry out instructions in verbal, written or diagram forms.
• Ability to maintain good customer relations.
• Ability to effectively present information in one-on-one and small group settings, customers, and employees of the organization.
• Ability to use typical office equipment (i.e., calculator, fax, copiers, etc.).
• Ability to get along well with diverse personalities.  Must be tactful, mature and flexible.
• Ability to use a personal computer and software for business applications such as word processing, financial spreadsheets and database programs.

• This position requires the employee to frequently sit.  In addition, the employee is occasionally required to stand, walk, use hands and fingers and reach with hands and arms.
• Must be able to occasionally lift and/or move up to 15 pounds.
• Ability to read and analyze hard written copy and information on a computer screen.
• Ability to communicate verbally and in writing to individuals and groups. 
• Ability to communicate verbally in person and using a phone.
• Ability to listen for understanding and assisting in problem solving.