Customer Service / Inside Sales Representative
Pay: $19.00 – $24.00 per hour
Job description:
1.0 PURPOSE
To provide support for all customer order processing, client service and inside sales activities for Forum Plastics LLC, with a focus on order accuracy, responsive customer communication, account development and sales growth.
2.0 RESPONSIBILITIES/AUTHORITY
Learn and become proficient in IQMS
Enter and maintain error free sales orders
Provide timely feedback to customers regarding order status, shipping methods, expedites, etc.
Answer phones, greet guests
Maintain a clean, safe and orderly workplace
Communicate and follow up on routine matters with internal departments
Perform both Client Services and Inside Sales responsibilities with a high level of attention to detail, ensuring accuracy in order entry and customer account information.
Enter all customer orders within 24 hours of receipt and maintain accurate, error-free sales orders.
Respond to all customer inquiries, including emails and voicemails, within three (3) business days.
Proactively support sales growth through account monitoring, customer outreach and identification of new sales opportunities.
3.0 DUTIES
Enter and maintain customer purchase orders in IQMS
Process order acknowledgements and RMAs.
Invoice sales order lines when requested to do so.
Review the Open Order Report (OOR) daily for unit pricing errors and promptly investigate and correct discrepancies.
Review the OOR daily for orders on build hold and/or ship hold; determine whether holds can be removed and confirm that affected customers have been contacted recently regarding order status and required next steps.
Visit two to three (2-3) customers annually to strengthen relationships, understand customer needs and identify opportunities to grow sales.
Report monthly on key accounts showing sales decline, growth or stagnation; identify opportunities for customer visits or immediate phone follow-up, with a focus on retaining and growing sales.
Identify and implement at least three (3) process improvements during each review period that improve customer service, reduce errors and/or increase efficiency.
Other duties as assigned
4.0 EDUCATION
High school graduate or equivalent
5.0 EXPERIENCE
3 – 5 years Customer Service in manufacturing environment
Demonstrated ability using Microsoft Office products
Ability to read title blocks on drawings/revisions
1-2 years Technical Customer Service/Document Control a plus
6.0 PERSONAL CHARACTERISTICS
Excellent communication skills; highly organized and detail oriented, with a strong commitment to accurate order entry and customer information.
Ability to multi-task, prioritize and manage time effectively
Must work well under pressure with a positive attitude
Must have a strong sense of responsibility
Dependable and trustworthy person
7.0 REPORTING RELATIONSHIP
Customer Service Manager