CUSTOMER SERVICE: 1-866-867-0941

Customer Service / Sales Support Associate

Castle Rock, Co, US

REPORTS TO: Magnetic Solutions Coach
DEPARTMENT: Magnetic Solutions

SPECIFIC DUTIES:
Essential

  • Receives inbound calls and respond appropriately
  • Delivers exemplary customer service and resolves issues in a timely manner
  • Provides support to the sales team by handling incoming calls that do not require technical assistance
  • Works with team and coach to achieve departmental goals
  • Quotes customers electronically and communicates activity to the assigned sales rep
  • Uses the CRM for daily customer contact activities (quotes, samples, literature, notes, analytics) and notifies the sales rep of actions
  • Makes follow up calls on leads/prospective customers
  • Is the point of contact for with customers & prospects when the Magnetic Solutions sales team members are unavailable
  • Establishes and maintains a professional working relationship with both external and internal customers
  • Coordinates with customers to identify possible future opportunities
  • Coordinates with internal departments to find solutions to specific customer issues and communicates resolution(s) to ensure complete customer satisfaction
  • Keeps customers and appropriate departments informed regarding order status
  • Generates appropriate reports, e.g. sales and new customer reports
  • Provides telephone support for the magnetic solutions department and back up support for the receptionist

Marginal

  • Accurately enters and maintains customer orders/samples into APlus (Infor) computer system
  • Prints packing slips for shipping orders and generates invoices
  • Identifies necessary documentation/literature to accompany orders
  • Monitors/maintains various aspects of ordering, e.g. closing shipped orders, blanket orders, back orders, cash in advance orders
  • Processes credit card sales and samples
  • Maintains, monitors, receives and documents internal EDI orders
  • Other duties as assigned

EQUIPMENT:

  • Personal computer and printer, copy and fax machines, telephone, calculator

KNOWLEDGE / SKILLS:

  • Working knowledge of Order Entry, Accounts Receivable and sales analysis modules of APlus (Infor)
  • Customer service skills
  • Data processing skills
  • Previous experience with tangible products in Magnetic Solutions products supply chain
  • Product knowledge
  • Knowledge of internal company procedures and policies pertaining to lead times, shipping methods, credit and paper flow
  • Knowledge of normal business practices, procedures and pricing strategies (MSRP, Retailer pricing, CO-OP pricing, wholesale pricing, and international pricing, etc.)
  • Commitment to continuous service improvement and performance improvement across all areas of the business
  • Proficient with Microsoft Word, Excel, and Microsoft outlook (e-mail)

QUALIFICATIONS:

  • Capacity to embrace the company core purpose by providing responsive solutions for our stakeholders
  • Ability to integrate company core values of integrity, responsiveness and teamwork in daily interactions
  • Ability to assimilate information and make decisions based on research
  • Ability to communicate effectively with internal and external customers
  • Ability to effectively interact with all levels of company team
  • Ability to establish and maintain effective work relationship with team members
  • Ability to handle multiple tasks
  • Ability to organize tasks
  • Ability to prepare reports and other documents in a neat and legible manner
  • Customer and team oriented
  • Demonstrates effective oral and telephone communication skills
  • Highly detail oriented
  • Handles difficult situations with diplomacy
  • Keyboarding average 50 wpm accurately

EDUCATION:

  • 1-2 years post high school education in business or 2 years of related work experience or suitable combination of both
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