Job Details

Essential Functions & Responsibilities:

• Maintains rapport with sales staff and offices.
• Provides information relating to orders, technical inquiries, estimate requests, order status, availability of parts, retrieval of PO’s and submission of invoices to/from customer websites.
• Build and maintain internal rapport with the Manufacturing and Quality departments regarding the delivery status of orders, the Engineering department for technical inquiries and the Finance department for credit approvals and assistance with collections required.

Coordination

• Supports technical and commercial sales team by maintaining customer files relating to equipment sales and/or rentals
• Prepares order acknowledgment to end user
• Receives and prepares customer complaint documentation and submits to appropriate internal personnel
• Follow up with internal personnel on missing or delayed shipments
• Works with accounting department to verify credit of (new) customers

Customer Support

• Develops and maintains positive customer experience via telephone and email correspondences
• Supports the sales staff as well as external customers including all estimate and order requests
• Informs the customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer

• Fax or email order acknowledgements to customer
• Follows up with Manufacturing personnel on the status of stock items
• Records or files copy of orders received according to ERP order number
• Prepares special paperwork such as Letter of Credit or Country of Origin
• Uses best judgement to determine when to escalate to Management
• Performs required follow ups to ensure optimal customer experience
• Adheres to department and company policies and procedures
• Performs other related duties as assigned, including project work and task force team assignment

Administrative Support

• Proactively communicates shipping or order delays to impacted customers
• Tracks and follows up with customers who have defaulted on agreed upon payment terms and collaborates with Finance to achieve resolution
• Performs archiving of completed sales orders
• Screens incoming calls and correspondence and responds independently when possible
• Additional Administrative duties as required

Marketing

• Supports the product plans based on customer requirements
• Actively supports the development and collation of marketing materials
• Supports the coordination of trade show exhibits, customer surveys, website updates, technical publications, and product catalogue

Other Significant Role Requirements:

• Exhibits degree of independence within agreed policies, targets and budgets
• Develops and applies new, innovative approaches to complex business situations
• Ability to apply discounts