Responsible for handling incoming telephone calls. Handle product inquiries and quotations. Route and interpret regular and special orders, specifications, prices, shipping dates, and other matters of a similar nature. Responsible to maintain customer profile sheets, price matrixes, listings, and other pertinent information. Responsible to review special order situations with the Vice President’s, Director of Procurement, Director of Operations and Customer Service Manager. Provide customers with order status information as necessary.
DUTIES AND RESPONSIBILITIES:
Process all orders in an efficient and expedient manner as received by e-mail, EDI, fax or telephone. Inform customer of receipt of order, prices, shipping date, delays, or additional information needed on order, using e-mail or telephone.
Provide product technical information as required to respond to customer technical inquiries and to recommend alternative materials or products. Refer customer to appropriate qualified divisional personnel in response to sophisticated customer technical inquiries and/or problems.
Assist the customer and/or account managers with any inquiry or problem concerning their orders. Provide prompt and efficient response and resolution to each inquiry. Such inquiries or problems could involve product quality, coordination of deliveries, availability of product, customer pricing and/or billing, etc.
Maintain files of customer account information, profiles, listings, terms and conditions, etc.
Assist with the preparation of special pricing on tenders/quotes and customer basic product listings.
Check stock-on-hand and notify purchasing of orders that would deplete stock and possibly delay customer orders in-house.
Keep each respective account manager knowledgeable of all activities associated with each customer account.
Display a courteous telephone manner at all times.
Back-up the coordinator for EDI (electronic data interchange) transactions on a day to day basis (i.e.: customer purchase orders, etc.).
Back-up the coordinator for EDI customer account master files.
Back-up the coordinator for daily backorder report.
QUALIFICATIONS, TRAINING, AND EXPERIENCE:
Several years of related experience in a customer services environment. Capable of performing general office duties such as typing, filing, and record-keeping. Excellent knowledge of computers (Excel, Word, Windows, EDI etc.). Personable. Excellent telephone manner and strong communications skills. Bilingual in French (both oral and written) and hands on experience with electronic data Interface (EDI) and definite asset.