Customer Service Coordinator

2 weeks ago

Kenosha, United States ViskoTeepak Full time

This position performs the role of Inside Sales and Customer Service for US Sales and Marketing team. Responsible for understanding ViskoTeepak’s product line, understanding of the markets in which we distribute our products, the infrastructure, and processes within our organization and how we service our customers. The role is the primary internal sales resource and point of contact for ViskoTeepak’s external customers. Supports sales, marketing, and technical activities of the company. Additionally, the Customer Care Coordinator will perform sales to IMA accounts via telemarketing activities.

Essential Functions:

Customer Relationships

- Develops and maintains customer relationships by providing high level of customer service.

- Provides timely and accurate information to customer regarding order status or any other questions they may have

- Expand and maintain the database of customers with outbound calling

- Uses extensive product knowledge to sell products and suggest alternatives to meet customer new or existing specifications

- Initiates customer return authorization requests. Obtains information from the customer in a diplomatic fashion to maintain good customer relations and minimize risk associated with error or product failure. Reinforces customer loyalty so that problems are brought to ViskoTeepak’s attention for corrective action instead of seeking another supplier.

- Cross train with other Team Members, have a general knowledge of other accounts.

- Assists customers solve problems when a challenge presents itself.

Sales Order Management

- Receives customer orders via telephone, fax or e-mail and enters in I-Scala. Must ensure part numbers, quantities, prices, discounts, lead-time, handling charges, ship date, shipping addresses, etc. are entered accurately.

- Monitors orders from initial request to delivery including verification of raw material availability, use of price calculators to obtain pricing, and following up to make sure the order is shipped on time.

- Coordinates activity with other departments to set up new items or customers, expedite rush orders, verify pricing, set up shipping requirements, request quality assurance documents, etc.

- Inputs and maintains information on official records that document competitive pricing initiated by business managers and approved by assigned product managers to secure new business and reduce existing inventory.

- Updates and maintains customer account status reports, reducing the inventory of finished goods and ensuring appropriate levels of inventory are identified and maintained, benefitting both ViskoTeepak and the customer.

Partnership with Outside Sales

- Acts in partnership with the outside sales force, providing quality customer service

- Back up customer care team members during their absence.

- Merchandise ViskoTeepak products at local and regional trade shows

Reports / Processes

- Create reports as requested, maintain accurate records as applicable to your customer base

- Can navigate internal process/systems to manage all aspects of customer requirements

- Become subject matter expert in at least one key department function. Ability to train others.

Qualifications, Skills and Abilities:

- Excellent communication skills, especially under pressure.

- Knowledge of Microsoft Office products.

- Problem-solving ability

- Ability to multi-task in a fast-paced environment

- Strong attention to detail

- Sense of urgency – drive forward with speed, agility, and flexibility to avoid potential risks for the customer and the business

Physical Requirements:

- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- This is a sedentary position that requires long periods of sitting.

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