Customer Engagement Associate

1 week ago

Lebanon, Tennessee, United States Umdasch Group Full time
Company Overview

Umdasch Group stands as a prominent entity in the development, manufacturing, and distribution of formwork solutions tailored for diverse sectors within the construction industry. With a workforce exceeding 6,000 across more than 70 countries, the Doka Group is a vital part of this esteemed organization.

Position Overview

Role Summary

The Client Relations Specialist will play a crucial role in supporting the Operations Manager. This position involves collaboration with the Sales team to manage all facets of account servicing, which encompasses order processing, invoicing, inventory oversight, returns management, logistics coordination, and the administration of daily operational tasks within the Operations Department, including assisting with month-end closing activities.

Key Responsibilities
  • Oversee and maintain all elements of customer accounts and the order workflow, including order placement, entry, follow-up, price validation, and product inquiries through an internal order processing system.
  • Engage with customers and sales personnel regarding product availability, delivery timelines, order modifications, and status updates via phone, fax, and email in a dynamic environment.
  • Interact daily with various staff levels, including Sales, Engineering, Operations, Finance, and Yard personnel, to ensure customer requirements are met.
  • Effectively manage a high volume of calls, addressing inquiries and resolving issues promptly.
  • Communicate any issues impacting the original order status in a timely manner.
  • Accurately process pricing, order entry, billing, and credit requests without delay.
  • Identify and investigate any discrepancies in the order processing system, propose solutions, and ensure immediate corrective actions are taken.
  • Manage the backorder process, ensuring timely fulfillment of backorders.
  • Recognize insufficient inventory levels and alert logistics and operations personnel to initiate procurement and equipment transfer processes.
  • Review order confirmations to ensure accurate billing.
  • Consistently provide accurate custom item cost and list pricing to both customers and sales representatives.
  • Ensure all services are invoiced to customers in accordance with contractual terms and/or purchase orders.
Additional Responsibilities
  • Participate in special projects as assigned, including involvement in company committees or teams.
  • Exhibit flexibility to work additional hours as needed.
  • Continuously enhance product knowledge.
  • Assist in promoting safe working practices and maintaining a secure work environment.
  • Adhere to all corporate policies and business practices.
Qualifications
  • High School Diploma or equivalent.
  • 1-3 years of relevant experience in customer service, business administration, or logistics preferred.
  • Associate Degree in Business or a related field is advantageous.
  • Strong problem-solving capabilities.
  • Excellent interpersonal, communication, organizational, and follow-up skills, coupled with a strong numerical aptitude.
  • Ability to manage multiple tasks efficiently while maintaining a sense of urgency.
  • Effective time management skills, with the ability to take initiative and adjust priorities as necessary.
  • Exceptional communication skills, including proficiency in English (speaking, reading, writing).
  • Strong analytical skills, technical proficiency, and effective problem-solving abilities.
  • Proficient in Microsoft Office applications.
  • Willingness to learn new products, concepts, techniques, and software programs.
  • A collaborative team player who can also work independently in a results-oriented, fast-paced environment.
Confidentiality Notice

All information provided will be kept confidential in accordance with EEO guidelines.

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