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Customer Service Associate 1
1 month ago
**Customer Service Associate 1**
Castle Rock, CO
REPORTS TO: Magnetic Solutions Coach DEPARTMENT: Magnetic Solutions **Position Summary**
Performs administrative tasks including answering customer phone calls, dealing with customer service inquiries, creating and processing sales orders, managing customer accounts, and make follow up calls on leads/prospective customers to support the Magnetic Solutions Sales Department. This position will also provide back up support to the receptionist position and perform data entry tasks as necessary. **SPECIFIC DUTIES:**
**This is a full-time, on-site position based at our corporate headquarters in Castle Rock, CO.*** Receives inbound calls and responds appropriately
* Delivers exemplary customer service and resolves issues in a timely manner
* Provides support to the sales team by handling incoming calls that do not require technical assistance
* Uses the CRM for daily customer contact activities (quotes, samples, literature, notes, analytics) and notifies the sales rep of actions
* Establishes and maintains a professional working relationship with both external and internal customers
* Keeps customers and appropriate departments informed regarding order status
* Provides telephone support for the Magnetic Solutions department
* Accurately enters and maintains customer orders/samples in APlus (Infor) computer system
* Prints packing slips for shipping orders and generates invoices
* Works with team and coach to achieve departmental goals
* Quotes customers electronically and communicates activity to the assigned sales rep
* Makes follow up calls on leads/prospective customers
* Is the point of contact for with customers & prospects when the Magnetic Solutions sales team members are unavailable
* Coordinates with customers to identify possible future opportunities
* Coordinates with internal departments to find solutions to specific customer issues and communicates resolution(s) to ensure complete customer satisfaction
* Identifies necessary documentation/literature to accompany orders
* Monitors/maintains various aspects of ordering, e.g. closing shipped orders, blanket orders, back orders, cash in advance orders
* Processes credit card sales and samples
* Maintains, monitors, receives and documents internal EDI orders
* Other duties as assigned
*Essential*
*Marginal*
****EQUIPMENT:****
* Personal computer and printer, copy and fax machines, telephone, calculator
**KNOWLEDGE / SKILLS:**
* Working knowledge of order entry, accounts receivable and sales analysis modules of APlus (Infor)
* Customer service skills
* Data processing skills
* Previous experience with tangible products in Magnetic Solutions products supply chain
* Product knowledge
* Knowledge of internal company procedures and policies pertaining to lead times, shipping methods, credit and paper flow
* Knowledge of normal business practices, procedures and pricing strategies (MSRP, Retailer pricing, CO-OP pricing, wholesale pricing, and international pricing, etc.)
* Commitment to continuous service improvement and performance improvement across all areas of the business
* Proficient with Microsoft Word, Excel, and Microsoft Outlook (e-mail)
**QUALIFICATIONS:**
* Capacity to embrace the company core purpose by providing responsive solutions for our stakeholders
* Ability to integrate company core values of integrity, responsiveness and teamwork in daily interactions
* Ability to assimilate information and make decisions based on research
* Ability to communicate effectively with internal and external customers
* Ability to effectively interact with all levels of company team
* Ability to establish and maintain effective work relationship with team members
* Ability to handle multiple tasks
* Ability to organize tasks
* Ability to prepare reports and other documents in a neat and legible manner
* Customer and team oriented
* Demonstrates effective oral and telephone communication skills
* Highly detail oriented
* Handles difficult situations with diplomacy
* Keyboarding average 50 wpm accurately
**EDUCATION:**
* 1-2 years post high school education in business or 2 years of related work experience or suitable combination of both
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