Customer Success Specialist I (60374)

Position Summary:

The Customer Success Specialist I will work in a fast-paced environment with multiple

interruptions. The individual will be responsible for addressing all incoming order-related inquiries and accurately entering purchase orders in the database. This individual will also work closely with various internal departments to ensure accuracy of purchase orders, availability of product, and timely processing.

Essential Duties and Responsibilities:

The ideal individual will enjoy a range of data entry and administrative support responsibilities including, but not limited to:

• Process and Manage all EDI orders and enter corrections for the line items that fall out as exceptions during the import process.
• Communicate with the customer or IT on the root cause of EDI failure to get issue corrected and to prevent future errors from occurring.
• Run Inventory Management Report daily to ensure back orders for items showing as available are processed and taken to the warehouse for fulfillment.
• Provide weekly standard reporting to Management related to order fulfilment tracking to ensure customer required delivery dates are being met timely.
• Acknowledge receipt of all orders received with an order confirmation number back to the customer.
• Respond to customer inquiries related to item availability, order status, and order tracking details.
• Work closely with the Warehouse on Rush orders to ensure timely arrival of products.
• Notify Manager of any pricing discrepancies between customer order and ASP system pricing.

Competencies:

To perform this job successfully, an individual should demonstrate the following competencies:

• Analytical Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flow and procedures.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.
• Planning/Organizing Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Interpersonal Skills Focuses on solving conflict; not blaming; Maintains confidentiality; Listens to other without interrupting; Keeps emotions under control; Remains open to others ideas and tires new things.
• Customer Focus Able to present well in both one-on-one situations and to larger audience at all levels within the organization. Balances conflicting interests of various customers and readily adjusts to respond to pressing and changing customer needs.

Education and/or Experience:

• High School diploma or equivalent certification preferred.

Skills and Knowledge Requirements:

• One to two years of prior customer service and/or order processing experience entering custom purchase orders within a manufacturing setting/environment
• Ability to prioritize and multi-task for maximum efficiency without sacrificing accuracy
• Excellent written and verbal communication skills
• Proficient in use of computers and software
• Excellent organizational and time management skills
• Detail-oriented work ethic

Physical Demands:

Individuals may need to sit or stand as needed, may require walking primarily on a level surface for periodic periods during the day, reaching above shoulder heights, below waist or lifting as required to file documents or store materials throughout the day. The position may require lifting heavy supplies and office materials.

Work Environment:

The work environment characteristics described here are