Customer Service Coordinator

BASIC OBJECTIVE

Respond to inquiries relative to order status for products and/or services supplied to customers and coordinate and expedite customer orders and component parts.  Serve as primary contact for Inside Sales and other internal contacts relating to order status on products and component parts. Follow up on information requested or provided as required to satisfy the customer. Interface with Inside sales, Materials, Engineering and Sales and Marketing as required to ensure timely delivery of customer order and/or parts. Use computer tools such as EPICOR10 to provide current status information on orders throughout all areas.

SPECIALIZED KNOWLEDGE, EXPERTISE AND/OR ABILITIES CONSISTENTLY REQUIRED

• High school diploma or general education degree (GED) plus additional specialized courses and/or one to three years experience with PCs, office procedures, product manufacturing/expediting methods and/or automated order processing methods


• Ability to write reports, business correspondence and associated paperwork. Ability to effectively present information and respond to questions from customers, shippers and co-workers at all levels of the organization in a professional manner either in person, e-mail, by phone or fax


• Ability to apply concepts such as fractions, percentages, ratios and proportions to customer order requirements and other practical situations


• Must have computer experience. Good organizational, analytical and communication skills. Demonstrated telephone contact skills


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  Ability to solve practical problems and deal with a variety of variables in situations where limited standardization exists.

  
  Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assures process outputs meet relevant specifications.


• Serve as primary contact for Inside Sales and various other internal personnel relating to order status on products and component parts. Follow up on information requested or provided as required


• Respond to order inquiries and proactively update internal customers in a professional manner via telephone, fax, e-mail, written and verbal correspondence. Immediately answer all incoming calls after initial routing with the goal of providing all callers with an answer during the initial call. If an answer must be provided at a later time, the customer must be called back in less than 4 working hours with an answer or update.  This should be repeated until the customer has an acceptable answer.


• Represent the company in a professional and positive manner at all times.  Work as part of a team to meet/exceed all customer expectations.  Cooperate with other employees to accomplish all required work. Treat others with respect at all times. Take responsibility as a representative of the Company in responding to Customers.


• Process and follow up all orders, including Gold Services and Key Customer Orders, to ensure on time delivery.


• Confer with Manufacturing personnel on various phases of production, e.g. delays, rush orders, changes to orders, etc.  Use computer tools such as Access database to assist in tracking and eliminating past due orders.


• Provide accurate and complete information to internal customers at all times. Evaluate information to be given for accuracy and feasibility. Offer alternate solutions and options when the Customer’s request can not possibly be met.


• Interface with Inside sales, Materials, Engineering and Sales and Marketing as required to ensure timely delivery of customer order and/or parts. Use computer tools such as EPICOR10 to provide current status information on orders throughout all areas.


• Analyze error reports and take appropriate corrective action.  May break down daily production cycle depending on process and department requirements.


• Responsible for knowing all products and Order Fulfillment processes that impact our ability to ship in a timely fashion and supply accurate information to the customer.


• Uses all approved procedures, guidelines and company policy to perform responsibilities.


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  Process customer changes/revisions/cancellations to orders in accordance with all established procedures and work instructions so that amendments/corrections to shipping instructions, etc.

  
  are properly performed.


• Assume responsibilities of special projects and mailroom duties as assigned.


• Perform as backup to other office union positions as required.

Hourly Rate: $25.36

Please note - this rate is per a union CBA and non-negotiable.

Benefits offered:

Medical, Dental, Vision, 401(k) match, Paid time off, Holidays, EAP, Education Assistance, Life Insurance/AD&D, Short-Term Disability, and Care Concierge services.

Ashcroft Inc. is an Equal Employment Opportunity Employer.
EOE AA Vet/Disability

Please note: The position requires U.S. Citizen, Permanent Legal Resident or granted Asylee/Refugee status under the Immigration and Nationality Act.