Customer Service Representative ll

SUMMARY

Inside Sales works as a liaison between the customer and operations to ensure ACMT is represented professionally and responsibly in the industry and that our organization meets the expected level of service and quality objectives of the customer.

Primary owner of demand management. Provide customer support including processing sales orders, managing sales orders, and responding to internal and external customer inquiries. Translate customer inquiries into ACMT actions. Develop and maintain customer relationships making 100% customer satisfaction top priority. Interact with internal departments to ensure customer expectations are communicated and met. Strive to meet department metrics as outlined by Sales Manager and Sales Director.

Collaborates with sales managers to forecast portal downloads. Able to anticipate issues and work with cross functional resources for problem resolution. Provide support for ACMT customer accounts as priorities and schedules dictate. Keep up-to-date knowledge of accounts. Work directly with Sales Mangers and Product Managers to develop new business opportunities. Work with accounting as needed to resolve credit issues. Reviews customer backlog and historical reports to watch customer order patterns and provide early warning to buyers as new orders are needed.

Enter Customer complaints in Windchill, provide RMA to customers and work with cross functional team for closure. Defend and refute Supplier Ratings to have ACMT maintain an acceptable level for Quality and Delivery. Prepare and handle all documents and correspondence professionally and in a timely manner. Willing to work flexible times as needed to support customer service levels.

* Other duties as required in support of the department and the company*

NA

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Bachelor's Degree or 3 or more years in a customer service/inside sales role. 2-5 years of customer service experience with preparing quotations, order entry, contract review, expediting orders and updating order status

NA

Ability to read, write, speak, and understand English. Proficient written and verbal communication skills.

Solid critical thinking skills to analyze information and develop creative approaches to problem solving. Excellent verbal and written communication skills. Able to build rapport and enhance Carlisle IT relationships with customers. Exceptional organization skills, detail-oriented approach and thorough in completing tasks with speed. Able to work professionally and effectively on the telephone, through email, written correspondence, PC and on the Carlisle IT systems.

Excellent computer skills with MS Office programs and experience with MRP systems. Able and willing to work overtime and flexible hours to meet customer needs. Self-motivated, have and maintain a positive attitude, show initiative and act with sense of urgency

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Regular sitting, standing and walking throughout the day to accomplish tasks Occasional sitting Manual and finger dexterity used regularly with some…