Customer Service Representative

2 weeks ago

Tacoma, Washington, United States ASC Profiles Full time

Job Summary

The Order Fulfillment Specialist will be responsible for managing the order fulfillment process, including claims resolution, and coordinating customer orders to generate business for ASC Profiles. This role requires strong relationships within the customer base, as it is the primary customer contact for coordinating phased and single order processing.

Key Responsibilities

  • Receives purchase orders from customers and ensures all information is correct and matches the quote provided by the Outside Sales Representative.
  • Enters future orders into the SAP system to secure steel for standard and non-standard products following backlog guidelines.
  • Assigns correct ship dates for orders based on shipping distance, mode of transportation, or will call.
  • Maintains project files for active orders and ensures all changes are documented and included in the file.
  • Performs follow-up activities on will calls, order clarification, and other tasks as assigned, timely and consistently.
  • Facilitates claim resolution and recovery orders.
  • Documents complaints, enters them into the tracking system, investigates, or takes appropriate action to notify sales and management.
  • Performs bi-weekly updates for backlogs and weekly updates for aged inventory reports.

Requirements

  • HS Diploma or GED
  • 2 years customer service experience or equivalent industry experience
  • ERP experience
  • Preferred: Bachelors degree or at least 3 years additional experience in lieu of degree, plus 2+ years customer service experience in a construction-related or manufacturing environment
  • Knowledge of SAP Software or MS Dynamics
  • Knowledge of manufacturing processes and procedures
  • Knowledge of ASC Profiles Products; AEP Span preferred

Competencies

  • Ability to multi-task, prioritize, and manage time effectively
  • Ability to work positively with cross-functional employees
  • Analytic Skills
  • Dispute resolution/negotiation skills; ability to read specifications and drawings
  • Excellent communication skills, both written and oral
  • Excellent customer service skills
  • Highly motivated with a desire to be successful
  • In-depth understanding of phased projects, scope, and timeframes
  • Must be experienced in Microsoft Windows, Word, Excel, PowerPoint, and MS Outlook
  • Possess math skills, including the ability to work with fractions and decimals
  • Project management skills
  • Safety Orientation
  • Self-starter; high achievement orientation
  • Solid command of Microsoft Word, PowerPoint, and Excel
  • Strong Data Entry
  • Strong organizational skills
  • Strong passion for providing excellent customer service
  • Team player

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