Non-Technical Customer Support (Everett, WA)

Responsible for Order Management; working with direct customers, subsidiaries, and service centers. Includes contract review and negotiation of correct price, item numbers, quantities, agreeable payment terms and FOB. Also facilitate expedite requests, telephone support, contract commitments, and process returns. Regularly works with Sales, Operations and Finance, providing guidance and problem resolution for complex US Direct orders.

Responsibilities:

• Input and manage US direct customers’ purchase orders (POs); support receipt to cash


• Oversee and ensure that internal deadlines are met as it relates to established expectations


• Ensure all POs and related documents are accurate and comply with company and federal regulations


• Reconcile POs against procedures, profiles, and pricelists for data accuracy


• Work with Customers and Sales Managers to resolve outstanding issues


• Interact actively and positively with cross functional teams (Accounts Receivable, Tech Support, Shipping, and Operations) to resolve customer inquiries


• Communicate updates to internal / external customers timely and thoroughly both verbally and in writing


• Partner with Finance on agreeable payment terms and credit.


• Research and resolve discrepancies related to delivery, price, order status, item clarification; explaining outcomes with tact and diplomacy.


• Assist in all other departmental responsibilities as requested


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• Qualifications:


• HS Diploma or GED required: Associates or Bachelor's degree preferred.


• Experience working in Oracle, 2+ years desired.


• Government/Department of Defense contract support desired


• Critical thinker, with strong problem-solving and multi-tasking skills.


• Strong interpersonal, written and oral communications skills.


• Highly motivated and able to work independently to meet deadlines.


• Ability to manage competing priorities within demanding timeframes.


• Experience working positively and productively in a team environment.


• Must have experience and knowledge of a variety of computer software applications (MSWord, Excel, PowerPoint, TEAMS, Microsoft Dynamics, Oracle and Outlook - WAWF, Five9s)

Physical Requirements:

• Prolonged periods sitting at a desk and working on computer


• Must be able to lift up to 15 pounds at times.