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Fort Wayne, IN 46809
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Answer telephone; identify, research, and resolve customer inquiries and issues; provide customers with necessary product information
Build relationships with customers, provide friendly, courteous, knowledgeable service
Primary customer contact for order fulfillment
Enter orders, as necessary, into FACTS
Track calls in Customer Relationship Management software and summarize data into an actionable metric report
Produce order management reports
Resolve complaints and provide service recovery for customer retention
Conduct brief daily meetings at production facility to confer with operations to coordinate freight, order fulfillment, and confirm daily production
Effectively use available tools and resources (knowledgebase, Customer Relationship Management Software, Microsoft Word, Excel, Outlook and FACTS - ERP
Provide appropriate feedback to supervision in order to improve products, processes, and service
Assist Director of Sales and Marketing as needed
Provide administrative support for the sales team
SKILL & KNOWLEDGE REQUIREMENTS
Strong written and verbal communication skills
Effectively use PC and various software programs, including Microsoft Word, Microsoft Excel, Microsoft Outlook, FACTS ERP, and Customer Relationship Management software
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Some college or equivalent in experience. Associates Degree preferred.
4-6 years of Customer Service and relationship building.
2-4 years of experience in Sales, Marketing or product/services. Upselling is preferred.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively to customers in a professional manner.
Strong analytical abilities and the ability to communicate these across a wide range of backgrounds.
Ability to solve practical problems. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
CERTIFICATES, LICENSES, REGISTRATIONS: None required.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.