Customer Service Specialist

Job Responsibilities

• Prepares and enters Sales Orders by identifying and interpreting data to be entered.
• Triage request and send to other staff where applicable.
• Work with Customers to resolve order issues, following protocols. Files all document communications, call interactions, problems, and resolutions.
• Manages special orders for OSS (On Site or In House Assembly) and various large contract orders.
• Quoting small Direct Projects.
• Lead follow‑ups from Trade Shows.
• Direct Sales Support – Various requests to meet the needs of Direct Sales.
• Technical product support.
• Keeps track of received orders to be processed.
• Contacts account manager of source documents to resolve questions, inconsistencies, or missing data.
• Data entry on the SAGE
  500 Sales/Quote Entry System. Enters numeric data from source documents into the computer following the format displayed on screen, and enters necessary codes such as customer account code, ship‑via, FOB and required dates.
• Confirms accuracy of data such as total sales amount, quantities, part numbers, bill‑to, ship‑to addresses, contact name, ship‑via, ship payment terms and ship account #’s, related account instructors.
• Compares data entered with source documents (e.g., customer purchase order) to detect errors.
• Reviews and makes necessary corrections to information entered before confirming to customer.
• Processes various orders from different customer accounts.
• Assists in establishing and maintaining an effective and efficient records‑management system (SAGE
  500/CRM).
• Contributes to a team effort and accomplishes related results as required.
• Maintains confidential information.
• Performs general clerical duties such as typing, answering phones, etc.
• Performs other job‑related duties as assigned.
• Assists GCX Customer Service Representatives (CSR) with difficult cases.

• Knowledge of records‑management procedures, SAGE
  500/CRM preferred.
• Knowledge of assigned program activities guidelines and processes.
• Ability to operate various work‑processing software, spreadsheets, and database programs.
• Interact and maintain good working relationships with individuals of varying social and cultural backgrounds.