Customer Service Coordinator

Responsible for communicating with customers, understanding their needs, and ensuring a smooth sales process. Required to build instant rapport and achieve customer satisfaction. Responsible for order placement, general sales information, product requirements, pricing. Ensure the highest level of customer satisfaction by providing support, guidance, proper follow-up and resolution of customer inquiries or issues. 

PRIMARY DUTIES & RESPONSIBILITIES

• Have a comprehensive understanding of pertinent products offered by Fiber Glass Systems
• Communicate with customers and internal contacts through email and phone concerning current and/or potential orders.
• Follow up on customer inquiries/orders by requesting credit approvals, delivery information, price quotes, etc.  Provide customers with information and following internal processes for order processing.
• Develop and maintain customer relationships 
• Set up new customers in TPH Request Portal and add shipping addresses
• Obtain customer tax exemption certificates and upload into OnBase
• Ensuring all orders are entered in a timely manner and inputted accurately with correct pricing, discounts and product numbers
• Advising customer on lead times, inventory levels, and pricing 
• Obtain freight quotes 
• Enter orders into ERP
• Manage orders from receipt of POs to time of fulfillment
• Enter credit memos and return material authorizations as needed
• Develop and maintain relationships with key individuals at multiple manufacturing facilities 
• Assist customers with product questions, ordering, order tracing, complaints and issues
• Categorize, file, and maintain all sales order information for audit purposes
• Facilitate closing of sales orders as well as working with internal contacts to ensure a clean process from quote to invoicing
• Adhere to all applicable company and corporate policies, procedures, quality standards, compliance guidelines and audits 
• Responsible for following all company safety and environmental requirements  
• Other duties as assigned by Customer Service Supervisor

EDUCATION & EXPERIENCE QUALIFICATIONS

• Three years of previous customer service experience or administrative experience. 
• To perform this job successfully, an individual must be proficient in all MS Office products
• Excellent interpersonal and communication skills required
• Exceptional customer service skills 
• Strong attention to detail with time management and decision-making skills 
• Ability to multi-task while working in a fast-paced environment; self-directed and able to prioritize responsibilities, providing precise attention to detail 

JOB REQUIREMENTS

• Work may require evening and weekend work 
• Previous customer-facing experience
• Ability to interpret data and provide recommendations based on findings 
• Well-developed interpersonal skills
• Ability to advocate and inquire with the right balance to positively influence the team
• Self-starter, willing to accept initiative and able to work independently 
• Travel less than 5%

BEHAVIORAL COMPETENCIES

• Dependability/Attendance
• Customer focus
• Problem Solving/Judgement
• Thoroughness 
• Detail-oriented 
• Adaptability/Decisiveness
• Initiative/Perseverance
• Interpersonal Skills
• Organizational Skills
• Management Skills
• Stress Management

TECHNICAL COMPETENCIES

• Proficiency in Microsoft Office and ERP software 
• Excellent communication skills, both verbal and written
• Good organizational skills and ability to multitask 
• Must achieve targets 
• Ability to adapt and cross-train to learn all job duties as required
• Ability to work in a fast-paced environment