Customer Service Coordinator

1 month ago

Columbia, Maryland, United States American Wood Fibers Full time
Customer Service Representative

Join American Wood Fibers, a rapidly growing manufacturer of consumer and industrial products, in its Columbia, MD Corporate Headquarters. We seek a Customer Service Representative to coordinate customer orders from purchase order receipt to delivery.

Key Responsibilities:
  • Interact with customers and vendors via phone and email, providing top-notch customer service in a business-to-business (B2B) sales support environment.
  • Work closely with Account Managers in managing customer orders, shipments, and inventory.
  • Accurately enter orders and communicate shipment details with customers, internal and external production, and shipping teams.
  • Develop relationships with existing customers to secure repeat orders.
  • Document all customer interactions and history in a Customer Relationship Management (CRM) database on a daily basis.
  • Manage multiple Excel spreadsheets and other Microsoft office programs.
  • Monitor and address open orders that might be in jeopardy of not meeting OTIF compliance standards.
  • Work closely with multiple plant personnel to ensure orders are scheduled appropriately.
  • Clearly communicate updates to internal sales leadership and customer contacts in a timely manner.
  • Prospect and/or qualify new leads to assist with sales campaign activities.
  • Engage in inside sales for seasonal items.
  • Upsell AWF products to the customer base.
  • Occasionally cold-call to help promote AWF products.
Requirements:
  • Bachelor's Degree preferred or equivalent combination of education, training, and experience in a customer service position.
  • 5 years (B2B) customer/sales service-related experience preferred.
  • Ability to perform in a fast-paced environment with rapidly changing priorities and competing deadlines.
  • High degree of initiative and independent execution.
  • Ability to evaluate alternatives in order to make the best overall decisions based on KPI performance metrics, service requirements, freight needs, economical factors, customer relations, and driver availability.
  • Proficient in MS Office. Excel skillset must be at a high level.
  • Accurate data entry skills.
  • Professional phone manner and effective written communications skills.
  • Detail-oriented and able to handle multiple priorities.

We offer a competitive package to include health, dental, vision, and life insurance, plus profit bonus, paid time off, and matching 401(k). AWF is an EEO employer.

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