This role is responsible is for processing orders, tracking/tracing shipments, resolving customer issues, and supporting the Sales Department in serving our customers.

Responsibilities

• Resolve customer calls and emails in a timely manner
• Receive, process, and respond to inquiries regarding pricing, order status and changes, product availabilities and product information
• Process all incoming requests for shipment information from both internal and external
• Act as a liaison between our Logistics Department and our customers regarding order status, tracking shipments, and identifying late shipments
• Facilitate the resolution of quality, service, or billing issues by performing activities such as issuing Order Complement, issuing RGA’s, or other remedies as deemed appropriate by management
• Confer with other internal departments to resolve customer issues or complaints
• Check to ensure that appropriate changes were made to resolve customers' issues or requests, ensuring complete follow through every time
• Facilitate order complement process, completing the required paperwork and following through on the entire transaction to resolution
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
• Complete regularly scheduled or ad hoc reports using SAP and MS Excel
• Other duties as needed

• Bachelor’s Degree from a reputable University in Business Administration, Communications, Marketing, or Fine Arts
• Solid understanding of what it takes to provide good customer service
• Ability to follow through on complex/technical projects requiring extensive research
• Excellent phone presence and professional communication skills; proven ability to remain composed when faced with difficult issues and tight deadlines
• Advanced MS Office skills