SUMMARY

The Customer Service Coordinator will provide timely and accurate processing of customer orders, credits and returned merchandise authorizations (RMAs) while maintaining a high degree of customer satisfaction. Provide back up and general assistance within the department as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, Other duties may be assigned.

• Communicate with customers and sales representatives to answer questions regarding pricing, quotations, customer order status, delivery schedules, competitive pricing and future production.
• Provide customers and sales representatives with samples, literature, testing data and other documentation as appropriate.
• Review orders for correct pricing, package quantities, and other related information. Monitor inventory levels during order entry and work closely with the Production department to ensure availability of products in the appropriate areas.
• Review open and back orders; work with Shipping department and Traffic Coordinator to expedite or trace missing or delayed shipments.
• Coordinate with Product Assurance to resolve disputes regarding orders.
• Coordinate the returned goods process to include returned goods authorization, inventory adjustment, and credit memo generation.
• Assist the Credit department with collection issues and resolve disputes with customer accounts.
• Develop and maintain knowledge of products, specifications, pricing, product testing information and marketing materials.
• Assist with projects and other job-related duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate's degree or equivalent experience in sales, telemarketing or customer service.

COMPUTER SKILLS

Possess intermediate knowledge of MS Office (Word, Excel, and Outlook), and Internet / Intranet experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Abilities to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing duties of this job, the employee is regularly required to use hands to handle, or feel, and talk or hear. The employee is frequently required to sit. The employee is occasionally