Primary inside contact for FLEXcon?s customers ensuring all customer needs are met by taking ownership of fulfillment activities, standard product (VBS) recommendations, pricing and information-related complaints. Proactively interacts with customers, technical service, sales, distribution centers, manufacturing, purchasing and credit on a daily basis to provide quick responses. Proactively... maintain and grow business at existing and new FLEXcon accounts.
Scope Of Responsibilities
? Supervisory Responsibilities: ? Yes ? No
? Number of direct reports: N/A
Essential Functions
? Responds to Customer inquiries received by phone, e-mail and fax. Document interaction in SalesForce.
? Also responsible for inquiries from sales, telesales and distribution centers
? Recommend, quote, sample and sell VBS products
? Document opportunities where VBS product does not meet customer requirements, validate that pursuing a custom construction makes economic sense via established FLEXcon guidelines and then professionally transfer customer to FLEXcon technical community for further discussion
? Responsible for all aspects of Order Fulfillment from receipt of order though delivery and invoicing
? Enter new orders (does this mean first-time orders for existing and new customers?), verifying for accuracy against documented procedures. Process order changes / cancellations.
? Recommend alternative product (VBS) constructions if required
? Monitor open work orders and expedite as needed
? Proactively notify customers of late or problem orders and any VBS product alternatives to assist customer
? Resolve customer-specific freight and logistics issues/questions through consultation with FLEXcon Shipping Departments
? Working knowledge and demonstrated ability to use the E-price tool to fully support customer inquiries, including but not limited to VBS product recommendations, price quotes, price discounting, application sheets, product sampling and trial orders.
? Resolve information-related customer complaints and implements corrective action. Confirm resolution and corrective action to customer via established FLEXcon guidelines. Review complaint instance and corrective action with colleagues to prevent recurrence.
? Handle complaints for pricing mistakes, order entry errors and customer accommodations
? Proactively engage selected assigned accounts by initiating phone and/or e-mail contact to better understand business applications in which FLEXcon participates as well as to uncover missed opportunities in which FLEXcon is not participating
? Assist with order entry overflow for repeat orders
? Assist with standard price quotations overflow
? Responsible for entry of new customer information
? Contribute to Customer Service Improvement Teams as required
? Ability to use problem solving skills and a ?can-do attitude? to overcome obstacles
? Cross train new employees when appropriate
Requirements
? EDUCATION: Bachelor?s degree or equivalent business experience.
EXPERIENCE: 2-3 years previous Customer Service experience. Experience in a Manufacturing environment and experience using an ERP system highly preferred.
? PERSONAL CONTACTS (Internal/External): Customers, Customer Service team members, Sales, Supply Chain, Manufacturing, Purchasing and Finance
? CONFIDENTIAL DATA: Customer pricing and applications
? COGNITIVE/PHYSICAL REQUIREMENTS RELATED TO ESSENTIAL FUNCTIONS: Repetitive movement of hands and fingers ? typing and/or writing. Occasional standing, walking, stooping, kneeling or crouching. Reach with hands and arms. Talk and hear.
? PHYSICAL WORK ENVIRONMENT: Home/Office Environment
Job categorization: 1
? TRAVEL %: Limited for industry education
Job Specific Competencies, Experience & Skills
? Excellent Customer Service
? Verbal and Written Communication skills
? Ability to learn quickly
? Troubleshooting / Problem-solving skills
? Ability to work under pressure
? Collaborative team spirit
? Adaptability
? Proficient in Microsoft Office Suite (including Excel)
? Experience using Salesforce.com a plus