Customer Service - Excellent Benefits Package

Job Description

Purpose of Job :

Through counsel, order entry, research, and production of reports, meets Distributors' purchasing needs and solves problems

Job Components :

• Counsel to Distributors (15%): Counsel Distributors about products and orders; Ensure Distributors know item numbers of products to order.
• Handling purchase orders (25%): Use order-placing system for specialty batteries, and accessories; correct orders if necessary; transmit to vendors; make order changes as requested by distributors.
• Trouble-shooting after an order has been placed (15%): Trace lost orders, research incorrect shipments and request credit where appropriate; inform IT of malfunctions in computer system and help with testing of system enhancements.
• Interfacing with the vendors (20%): Interact with battery and accessory vendors about product availability, order status, credits, vendor errors and changes in the product line. Resolve any open orders over 60 days of age.
• Reporting (15%): Produce sales order reports.
• Service (10%): Assist Product Engineer and sales team with order placement, follow-up and customer service issues from Distributors or end users; Provide feedback to Product Engineer to improve processes and identify vendor issues.
• Continuously learn more about the products sold by IBSA and how to process orders for all product lines.

Qualifications :

• High School diploma
• Minimum two years experience preferably in battery industry, especially with UPS, telecom, or motive
• Understanding of basic accounting principles ( to analyze invoices and process credits and debits)
• Strong desire to help people; friendly telephone manner
• Excellent interpersonal, verbal and written communication skills
• Excellent analytical skills ; good problem solving skills; creative problem solver
• Effective research skills
• Excellent organizational and prioritization skills, detail oriented, capable of establishing effective filing system and able to juggle multiple projects
• Strong personal computer skills including MS Excel and WORD

Scope Data :

• Works independently, but interacts with the following: Manager, other employees in Distribution Services , Accounts Receivable , Marketing Department , I.T. Department, Distributors, vendors , Home Office employees and Distribution Center employees

Work Environment :

• Ability to sustain posture in a seated position for prolonged periods of time.
• Regularly required to use hands to grasp or handle, talk and hear, stand and walk.
• Specific vision abilities include close vision, depth perception and ability to adjust focus.
• Ability to occasionally lift and/or move 15+ lbs.
• Office environment but may be exposed to battery warehouse conditions such as exposure to moving equipment mechanical parts, fumes or airborne particles; toxic or caustic chemicals.
• Prolonged use of personal computer & telephone.