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Company Contact Info
- Warwick, RI
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Manpower • Warwick, RI
Posted 1 month ago
This position will interface with customers, outside sales, and production. The position focus is on all aspects of
placing/following up on orders and resolving customer inquiries while providing a high level of knowledgeable
support. Role will include limited supervision and extensive external/internal contact and requires a superior level
of customer service skills while responding to and processing a high volume of routine calls and orders.
Research and recommend solutions for all incoming calls regarding pricing and availability, order
changes/status, complex product questions
Process domestic standard distributor orders via fax, electronic via JDE system, phone and email for multiple
functional areas independently and accurately
Process all non-standard orders via multiple systems independently and accurately
Process direct orders with understanding of the differences between direct and distribution business
Work with sales, marketing, production, shipping and other operating functions regarding product, delivery or
Monitor or follow-up on scheduled shipment dates to ensure timely delivery. This may include obtaining proof
of delivery and/or expediting shipment as needed.
Coordinate and assist customers in part replacements
Ensure all customer requests are responded to in a timely and professional manner
Act as key contact support for specific customers which may include managing accounts as assigned
Participate in special projects as required
Maintain high level of performance by meeting team key performance indicator (KPI) goals
May be required to perform additional duties as assigned
QUALIFICATIONS / JOB SPECIFICATIONS:
Associates degree or equivalent work experience
3+ years of customer service in a manufacturing environment Advanced knowledge of customer service
principles and practices
Knowledge in electrical terminology
Knowledge in manufacturing processes
Skills in attention to detail and accuracy
Demonstrated skill in using personal computers including Microsoft Office Word, Excel and Outlook JD
Edwards, SalesForce (CRM) and Business Intelligence Systems etc.
Demonstrated skill in identifying root causes of complex problems/issues by asking probing questions and the
ability to develop recommendations for resolution
Skill in managing multiple tasks/projects along with the ability to work in a fast paced team environment in a
Demonstrated skills to learn and retain advanced product knowledge for use is day to day responsibilities
Ability to use product knowledge to makes excellent decisions that result in improved customer satisfaction
and is looked upon by others as resource for that knowledge.
Ability to complete tasks on or ahead of schedule while improving techniques on performance. Always willing
to go the extra mile to complete projects on schedule. Does not give up on tasks until completed in a quality
Demonstrated ability to maintain professional customer service manner when dealing with dissatisfied
customers and demonstrate empathy for the customers situation