General Job Description:
Receives and processes orders for materials and merchandise. Tracks orders, updates status and notifies customers of changes in delivery schedule. Maintains records of prices, delivery dates, inventory and other data related to each transaction. Utilizes a database or tracking system to process orders. Responds to customer inquiries by telephone or e-mail to provide non-technical problem resolution. Resolves mostly routine and some non-routine, more complex problems and communicates solution or requested information to the customer. Analyze a customer's needs and refers to other departments for follow up as needed. May utilize a customer relationship application or database to record activities and research product information. Reports to Operations Manager. Works under moderate supervision.
Minimum Experience Required
Job Field: 2+ years working experience in customer service, logistics, billing, or related area.
Education: BS degree in Finance, Accounting, Business Administration, or related field.
Ability to work efficiently with a team.
Problem solving skills.
Proficiency in English and in MS Office.
Intermediate to advanced 10-key and data entry skills.
Strong written and verbal communication skills and customer service orientation.
Basic understanding of invoicing and crediting processes.
Strong organizational and data management skills.
High degree of accuracy and attention to detail.
Ability to prioritize, multi-task, and meet deadlines in fast paced environment.
Inventory Control: Provide up to date, real-time updates of all inventory levels when requested. Work closely with the Operations Manager and warehouse personnel to ensure that software system matches actual on hand inventory.
Customer Service: Communicating on the phone and via email with the customers, knowing what information can and cannot be provided to the customers, properly answering customer questions, customer concerns, receiving purchase orders, and taking messages in a professional manner.
Record Keeping/Filing: Keeping a daily filing system for inventory related tracking documents and all customer related documents. Filing should be done electronically and uploaded onto company cloud storage.
Invoicing: Creating sales order and invoices for all orders in accounting software, ensuring the customer is within their credit terms, determining the reason for returned products and creating credit memos.
Shipping Related Tasks: Provide freight quotations to customers inquiring or placing orders, creating Bill of Lading documents for outgoing shipments.
Order Processing: Receive orders, verify in accounting software that items on a PO are current and in stock, verify that clients are within their credit terms, confirm receipt and availability with customers, informing the customers of quoted freight charges and estimated delivery date for their order, inputting orders into accounting software, communicating efficiently with warehouse staff regarding orders.