Customer Service

2 weeks ago

Aston Mills, United States Allegis Corporation Full time
Job DescriptionJob Description

Allegis is the worldwide expert in access hardware. No other company understands handles, latches, hinges, gaskets, gas springs, and beyond for finished products ranging from trucks, buses, emergency vehicles, boats, HVAC systems, and computer and data enclosures. In addition to employing the industry’s best access hardware experts, we have built long-lasting relationships with the world’s best access component manufacturers. We stock more than 10,000 products from over 300 suppliers. We live by the motto: “If we don’t have it, we will find it. If we can’t find it, we will design, engineer, and manufacture the perfect solution to your specifications.”

Job Overview

Responsible for providing daily product and service to all communication forums of customer inquiries and requests relating to products and services that Allegis offers. Conduct order management and entry of customer’s orders. Demonstrate strong problem-solving skills in resolving customer’s product and service issues or complaints. Provide key account support and management. Key person for responding to customer RFQs (requests for quotes) ranging from obtaining accurate information, prints, quantities, and competitive information from the customer to working with our sales channel and quoting department to develop an effective pricing strategy that will allow Allegis to close on a particular piece of business. Customer service is also responsible for quote management of all quotes with a value under $1000 which includes follow up and closing.

Responsibilities and Duties

  • Key Account Management - daily
    • Order management and administration
    • Provide customers with single point of contact.
    • Demonstrated knowledge and understanding of all account responsibilities to ensure we are meeting customer expectations.
    • Monitor internal inventory levels and usage patterns on customer specific inventory to ensure Allegis is meeting expectations with the customer as well as Allegis fiduciary expectations.
    • Key account management may include but is not limited to EDI, Vendor Management Inventory (VMI) accounts and managing orders within a customer portal.
    • Keep key contact information accurate and up-to-date in Allegis ERP and CRM systems.
  • New Account Management – daily
    • Gather necessary information from new customers to set up an account. Enter new account information into New Customer template that interfaces with our ERP system. Alert sales channel of any immediate needs or potential project with the new customer.

Order Management - daily

  • Provide timely entry and confirmation of all orders that are received via email, phone or fax.
  • Proactively monitor and manage all queues and reminders for order changes and potential order delays. Engage customers when needed and in a timely manner.
  • Blanket order management – manage and make decisions on customer move in/move out requests for delivery dates. Set follow up reminders to contact the customer to renew their order toward the end of the existing blanket.

Call Center - daily

  • Be logged into the customer call center at all times. Be prepared to answer incoming calls from customers.
  • Resolve customer product and service complaints.
  • Product Returns – responsible for authorizing return of product from customers. Engage manager for approval in exceptional situations or when otherwise directed from the manager.

Quote Management – daily

  • Initiate quote process when receiving an RFQ from a customer.
  • Obtain critical information from the customer such as quantities, target price, engineering drawings (if applicable), and competitive information such as current supplier and current price paid for the product or products.
  • Interface effectively with our quoting department in developing an effective pricing strategy that will allow Allegis to effectively close on an opportunity.
  • Responsible for follow-up on all quotes with a value under $1000.
  • Provide quote support for Allegis Quoting Department (ARC), quote entry and sending of the quote to either the customer or Business Development Manager (Outside Sales).
  • Order and ship samples to customers or sales staff if requested as part of the quote.

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