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
• Uses the CRM for daily customer contact activities (quotes, samples, literature, notes, analytics) and notifies the sales rep of actions
• Establishes and maintains a professional working relationship with both external and internal customers
• Keeps customers and appropriate departments informed regarding order status
• Provides telephone support for the magnetic solutions department
• Accurately enters and maintains customer orders/samples into APlus (Infor) computer system

Marginal

• Prints packing slips for shipping orders and generates invoices
• Works with team and coach to achieve departmental goals
• Quotes customers electronically and communicates activity to the assigned sales rep
• 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
• 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
• 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

• 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