Ex-Cell Kaiser
  • 26-Sep-2018 to 25-Nov-2018 (CST)
  • Sales & Customer Service
  • Franklin Park, IL, USA
  • Full Time

The primary purpose of the Customer Service Coordinator position is to provide exceptional customer service to all interactions with customers and prospects in order to support relationships to maintain and enhance business opportunities where possible.  This position will work closely with the Customer Service Associate, Sales, Production and Shipping to ensure customer needs are met from the time of initial order placement until the customer has received delivery.  This role is a support role to the entire Sales & Marketing Team and requires a professional and positive attitude, excellent communication skills and the ability to quickly problem solve in order to respond and resolve issues in a timely manner.

Duties and Areas of Responsibility:

  • Provide administrative and other support to Sales & Marketing team including, but not limited to;
    • Maintaining company Vendor registration status across multiple websites
    • Researching RFQ and Bid Opportunities for company's products and bringing the opportunities to the attention of the Sales team
    • Performing competitive research via web
    • Mailing of product literature and color samples to customers upon request
  • Provide administrative support to the organization including answering incoming calls, handling callers' inquiries, redirecting calls and taking messages
  • In conjunction with the Customer Service Associate, serve as the point of contact for:
    • Order processing
    • Customer questions
    • Quotes on product(s) and services (such as freight) based on established discount codes and account price structures
    • RMA issues/receipts
    • Freight claims
  • Recognize and refer requests for any price deviations, custom items, etc., to members of the sales staff (VP of Sales or Account Managers)
  • Maintain current customer contact information in company CRM system by using interactions with customers to verify account information, including but not limited to, updating address, phone, fax, contact names, positions and email addresses. This includes the addition of new information along with the deletion or deactivation of outdated information.
  • Advise VP of Sales and Marketing of any significant issues or problems encountered in a timely manner.
  • As a back up to the Customer Service Associate,
    • Expedite customer orders to the Production group for proper production scheduling and completion, according to company process.
    • In consultation with the VP of Sales and Marketing, maintain communication with customers regarding any issues or problems that affect order status.
  • Support the Accounting Department by providing invoicing back-up when needed

Education/Skills:

  • High school graduate
  • Strong interpersonal skills
  • Strong communication skills, including a professional telephone manner and the ability to listen and extract relevant information from conversations
  • Ability to develop knowledge and understanding of company services, products and sales department procedures
  • Ability to prioritize, and handle multiple assignments and responsibilities
  • Detail oriented, resourceful and ability to problem solve

Experience:

  • 1-2 years Customer Service experience
  • Experience answering customer calls
  • Experience offering product and service solutions to meet customers' needs.
  • Proficiency in Microsoft Word & Excel
  • Experience with ERPs and CRMs helpful
  • Experience in a manufacturing environment a plus
  • Fluency in Spanish a plus
Ex-Cell Kaiser
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