Customer Service Representative Tier 1

Job Title

Responsibilities:

• Order Management in ERP system (includes processing customer orders, tracking and closing blanket purchase orders, and processing returns if required)
• Responding promptly to customer inquiries and communicating with customers through various channels.
• Work with internal teams on any customer concern and communicate any updates to customers in a timely manner.
• Maintain a positive, empathetic and professional attitude both internally and externally
• Ensure that appropriate actions are taken to resolve any customer concerns
• Keep accurate records of customer interactions, transactions, comments and issues.
• Understand and meet customer specific requirements within company guidelines and policies.
• Track issues reported and follow up with customers
• Maintain customer pricing in system
• Stay up to date on product knowledge and provide product specific feedback as needed.
• Stay updated on and comply with company initiatives and policies.
• Provide feedback on the efficiency of the customer service process.
• Understand patterns in customer orders and production/shipping
• Sales analysis – provide info by customer/item/time period
• Cover other CSRs or related positions as needed

Detailed Tasks (not limited to):

• Sales order entry and oversight from Order to Invoice
• Logging/Following up issues in Excel or other platform provided
• Tracking, releasing and closing Blanket Purchase Orders
• Perform and provide sales analysis by customer/item/time period

Required Training:

• High School Diploma, general education degree, or equivalent
• Comfortable working with computers
  • Microsoft Office
  • Amtech ERP
• Business telephone etiquette

Requirements & Prerequisites:

• 3 - 5 years experience in customer service
• Excellent communication skills, both verbal and written (Spanish a plus)
• Strong problem solving (conflict resolution) skills
• Ability to be patient and professional under challenging circumstances.
• Ability to multi-task and work in a fast-paced environment
• Understanding of Order to Cash process

EOE, including disability/vets