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