Customer Experience Representative-Packaging

Job Description

Job Description

POSITION PURPOSE :

Provide support to customers and sales staff through order entry, processing quote requests, and relays pertinent information to customers; resolves customer complaints, processes credits and returns; review pricing, inventory, sales, and opportunities using several applications and computer programs; develop and maintain valuable relationships with all departments, vendors, and customers to provide excellent service to clients. Must have a sense of urgency and accuracy with daily tasks.

ESSENTIAL FUNCTIONS :

This position requires that you have a high sense of integrity, are able to manage multiple tasks and prioritize based on urgency and customer need and are able to provide superior customer service to stakeholders both internal and external to LINC Systems.

DAILY RESPONSIBILITIES :

• Answer phones, use fax, and send emails.
• Order entry and processing
• Follow-up on outstanding tasks, orders, requests, etc.
• Billing direct shipments
• Work closely with Field Sales Reps (FSR) and purchasing dept. to establish and maintain pricing, monitor inventory and estimated ship dates, request expedites and track orders to completion.
• Ability to work well with all departments in the organization
• Provide back-up support to other customer service dept. team members

ADDITIONAL RESPONSIBILITIES :

Soliciting and evaluating vendor quotes. Works with team members determine pricing strategy. Prepares a professional quote of product / equipment presentation to customer.

Evaluate and provide detailed information regarding pricing and availability of products and services, delivery, etc. upon request, in a timely manner using the ERP system

Setup and maintain customer accounts and follow through with deal development documentation in ERP and CRM systems

Utilize ERP System to :

Evaluate pricing and purchase history, maintain margins, setup and monitor blanket purchase agreements and customer contracts

Update and maintain customer information in the ERP system, including : - New customer accounts and contacts, special account information

Identify growth opportunities with current customers, communicate opportunities with FSR

Including but not limited to : current product, new product, and excess inventory sales

Collaborate with team members to achieve optimal results on projects, orders, quotes, daily tasks, etc.

Routing shipments for special direct ship customers

Review reports that evaluate pricing, inventory, current open and back orders. Must be able to discuss and make decisions and recommendations based on reports and additional information.

Other duties as assigned

DESIRED KNOWLEDGE, SKILLS, & EXPERIENCE :

Familiarity with SAP Business One preferred

Ability to work in a team environment

Ability to communicate clearly and professionally, both verbally and in writing

Provide an individualized, exceptional approach to customer service (specialized accounts)

The ability to develop in depth knowledge of the products and services LINC Systems offers

Strong decision making and analytical abilities (including critical thinking and problem solving skills)

Possess a flexibility and willingness to learn new processes

Basic understanding of accounting and ability to perform periodic cost analysis (with variable pricing)

Ability to navigate and utilize cloud-based and server storage for documents and customer specific information.

REQUIRED KNOWLEGE, SKILLS & EXPERIENCE :

Must know how to use a computer (PC) in daily tasks – navigate the internet, company files, email, edit documents, etc.

Proficiency in using Microsoft Office Products (Excel, Word, PowerPoint), Adobe Acrobat, Outlook

Competencies : Customer / Client Focus, Problem Solving and Analysis, Time Management

Job Type : Full-time

Salary : From $19.00 per hour

Benefits :

401(k)

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Shift :

8 hour shift

Day shift

Weekly day range :

Monday to Friday

Ability to commute / relocate :

16540 Southpark Drive Westfield, IN 46074 : Reliably commute or planning to relocate before starting work (Required)

Education :

High school or equivalent (Preferred)

Experience :

Customer service : 1 year (Preferred)

SAP ERP : 1 year (Preferred)

Microsoft Office : 1 year (Preferred)

CRM software : 1 year (Preferred)

Work Location : In person