Business Support Associate

2 weeks ago

Columbia, Maryland, United States American Wood Fibers Full time

Position Overview:

American Wood Fibers (AWF) is a leading manufacturer in the consumer and industrial products sector, committed to providing exceptional service while maintaining a tobacco and smoke-free environment.

Reporting Structure:

This role reports directly to the Customer Service Supervisor.

About AWF:

With 11 manufacturing locations nationwide and a workforce of over 400 employees, AWF generates more than $100 million in annual sales, serving various markets including pet, agricultural, and home heating.

Role Responsibilities:

  • Facilitate customer orders from the receipt of purchase orders to final delivery by collaborating with customer logistics teams, carriers, and vendors.
  • Provide outstanding customer service through effective communication with clients and vendors via phone and email in a business-to-business (B2B) environment.
  • Work in tandem with Account Managers to oversee customer orders, shipments, and inventory management.
  • Ensure accurate order entry and timely communication of shipment details to customers and internal teams.
  • Build and maintain relationships with existing customers to encourage repeat business.
  • Document all customer interactions and maintain detailed records in the Customer Relationship Management (CRM) system.
  • Utilize multiple Excel spreadsheets and other Microsoft Office applications to manage data efficiently.
  • Monitor open orders to ensure compliance with on-time and in-full (OTIF) delivery standards.
  • Coordinate with plant personnel to schedule orders appropriately.
  • Provide timely updates to internal sales leadership and customer contacts.
  • Engage in lead prospecting and qualification to support sales initiatives.
  • Participate in inside sales efforts for seasonal products and upsell AWF offerings to the customer base.
  • Occasionally conduct cold calls to promote AWF products.

Qualifications:

  • A Bachelor’s Degree is preferred, or an equivalent combination of education, training, and experience in a customer service role.
  • A minimum of 5 years of experience in B2B customer service or sales support is preferred.
  • Ability to thrive in a fast-paced environment with shifting priorities and deadlines.
  • Demonstrated initiative and ability to work independently.
  • Strong analytical skills to evaluate options and make informed decisions based on key performance indicators (KPIs), service requirements, and customer relations.
  • Proficiency in Microsoft Office, particularly Excel, is essential.
  • Exceptional data entry accuracy and professional communication skills, both written and verbal.
  • Detail-oriented with the capability to manage multiple tasks effectively.

AWF offers a competitive benefits package, including health, dental, vision, and life insurance, along with a profit-sharing bonus, paid time off, and a matching 401(k) plan. AWF is an equal opportunity employer.

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