Under the direction of the Customer Operations Manager, this person serves as post-order support to customers by assisting them with order entry, returns, expediting, status updates and their general concerns by performing the following duties.
Essential Duties and Responsibilities
- Primary Role: Manage all open orders for your assigned regional account package
- Secondary Role: Troubleshoot all problems/questions post-order
- Communicate with customers by phone, video or e-mail about post-sale inquiries including status updates, tracking numbers and proof of delivery
- Assists customers to improve delivery dates by initiating expedites
- Partner with the Regional Sales Managers to align direction and support customers
- Investigates and resolves complaints and errors in service by working with both internal and external customers
- Act as a liaison between the customer and departments within Lapp to ensure satisfaction based on the customer's needs, costs and time constraints
- Collaborates with other Lapp departments to ensure customer satisfaction is maintained
- Contacts customers regarding freight issues and material shortages
- Maintain accurate and up-to-date customer profiles within CRM
- Partners with quality to complete the following documents as requested in an expedited manner; Certificates of Origin, Certificates of Compliance, HTS, REACH, ROHS, Conflict Mineral/Dodd Frank
Supervisory Responsibilities
This position has no supervisory responsibilities.
Competencies
- Collects and researches data in a timely manner. Demonstrates accuracy and thoroughness
- Demonstrate excellent interpersonal skills, strong work ethic, and a positive attitude.
- Displays a high attention to detail, and strong organization skills
- Identifies, researches, and resolves problems effectively
- Strong customer orientation and responds to requests for service and assistance timely
- Must be a self-starter and possess the ability to work independently and use time efficiently and effectively.
- Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information
- Treats people with respect; Upholds organizational values
- Looks for ways to improve and promote quality and processes.
- Adheres to company policies and procedures
- Bachelor's degree (B.A.) from a college or university program; or minimum of two years of customer service experience in the wire and cable industry or related experience and/or training in a related field(s) or equivalent combination of education and experience.
- Starting at $60K + commission
Hybrid: In-office three days a week