CSR is responsible for processing quotes, sales orders, bookings, releases, and shipments. Coordinates with other departments to resolve problems. Requires excellent organization and communication skills, and the ability to work well with others. Duties and tasks may vary by business unit. Reports to the Manager of Customer Service, Regional Sales Manager, or equivalent.
Answers phone calls from customers and maintains high customer satisfaction with courteous, efficient, and complete service and support.
Initiates customer orders for changes, consignments, returned/repaired products, short shipments, and credits. Responds to customer inquiries about price and delivery. Accepts, qualifies, and processes requests for quotations.
Enters sales orders into Oracle.
Participates with other customer service representatives to audit order entry in compliance with J-Sox requirements.
Coordinates with other functions as necessary to ensure that customers receive the best service possible.
Prepares support information to sales and engineering for quotes and problem resolution.
May work with customer's qualified suppliers to perform services requested by FTU management.
May expedite existing orders based on customer's pull in request by communicating with appropriate suppliers.
May be required to monitor inventory consigned at customer location, make proper inventory accounting, order / schedule replacement material within management guidelines, and expedite as required to meet defined inventory levels.
May arrange air and sea shipments with FTH based on customer requirements.
May monitor customer's portal site to identify requirements to pull in or push out orders.
May work with major account consigned-inventory programs to ensure inventory and service levels are met.