Overview Interact with customers to provide information in response to inquiries about products and services. Troubleshooting field issues, Handles, and resolve complaints. Manages monthly complaint meetings. Performs quality checks on product manufacturing, product on the yard and inventory on the floor. Streamlines complaints in real time, to see when the issue started and works through a process of improvement for the claim.
Responsibilities- Inform production of any run-ins, stock orders, and time sensitive issues.
- Create returned goods authorizations and replacement orders as needed.
- Familiarize oneself with all product literature, shop drawings, specifications, color charts, price books, default pricing, changes in policy and procedures, shipping procedures, and warning information.
- Obtain customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms.
- Receive and respond to customer complaints.
- Initiate any changes, no charge or credit request to resolve customer complaint.
- Verify customer and order information for correctness, checking it against previously obtained information as necessary.
- Check production lead time to determine availability of requested merchandise.
- Assist and fill in when customer service co-workers are out of the office.
- Confer with customers by telephone or in person to provide information about products or services or obtain details of complaints.
- Keep records of customer interactions, recording details of inquiries, complaints, comments, actions taken.
- Refer unresolved customer grievances to designated departments for further investigation.
- Order tests that could determine the causes of product malfunctions.
- Work with the credit department to resolve any billing disputes.
- Maintain Customer Complaint Log - Lead the monthly ASTA Complaint meeting to review the issues customers faced and how they were resolved.
- Contact customers to respond to inquiries or to notify them of claim investigation results or planned adjustments.
- Keeps work area clean and neat.
- Perform quality inspections on products during production or upon receiving.
- Works alongside the Quality Control specialist and plant managers.
- Address quality issues firsthand and see where the business process needs to be improved.
- Implementing improvements to quality performance.
- Coordinate with the appropriate team leads if there is a failure of quality in our products.
- Coordinate claims with vendors on faulty products.
- Periodically walk the plant and yard to identify and eliminate quality issues.
- Other duties as assigned.
Qualifications- High school diploma or GED.
- Two to four years previous work-related skill, knowledge, or experience.
- Intermediate computer skills required; Outlook.
- Ability to communicate by telephone in a clear and professional manner required.
PHYSICAL DEMANDS:
- Regularly required to sit, stand, and walk.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.