Job Details

ESSENTIAL JOB FUNCTIONS:

• Perform daily order management functions including:

• Determination of customer need
• Definition of specific part(s) requirements/number
• Check/confirmation of part(s) availability/delivery
• Part(s) quoting/pricing
• Order confirmation, order entry, data input
• Order follow-up/delivery validation/invoicing
• Return/warranty claim processing
• Credits
• Positive interaction with customers to best meet practical and emotional needs.
• Ability to follow call structure
• A high degree of customer sensitivity
• Effective at receiving/giving critical information
• Courteous and professional phone demeanor
• Responsive to call-back requirements
• Interact with other departments including Finance, Purchasing, Inventory Control, Traffic & Warehousing, Sales, Hotline and Service to ensure customer expectations are achieved 100% of the time.
• Gather technical information to help the customer define specific part/number requirements.
• Use of technical parts manuals
• Order status
• Return authorization
• Maintain strong knowledge & keep up-to-date on product lines to provide telephone-based troubleshooting support.
• Familiarity with technical manuals
• Product training
• Hotline training