**This position will be located in either Louisville, Kentucky, or Washington, North Carolina.**
Position Objective:
Provide world-class Customer Service by exceeding customer expectations using advanced soft skill techniques, advanced
product and system knowledge, and timely yet thorough problem-solving/dispute resolution. This role will serve as a cross-functional liaison working with other departments, including Sales, Accounts Receivable and Operations, to ensure customer
satisfaction.
Key Accountabilities:
* Collaborate with customer, direct sales team, and other departments to provide information about
products and services, quotes, order entry including will calls, order confirmations, invoice copies,
customer complaints, and order status/maintenance.
* Receives, investigates, and responds to customer inquiries while prioritizing urgent matters.
* Maintain knowledge on lead times, product information, pricing, shipping schedules and other
information to accurately and efficiently.
* Keep records of customer interactions and transactions, recording details of inquiries, complaints, and
comments, as well as actions taken in SAP and PC software systems.
* New Customer Set-up in SAP including working with the credit and collections department to process
credit application.
* Maintain knowledge on company products and processes.
* Customer Master File Maintenance including updating contact information, sold-to, ship-to, shipping
terms, pricing, and customer specific text requirements.
* Assists Credit department with invoice disputes and billing error resolutions.
* Provide freight estimates as required to ensure customer satisfaction; work with Operations on
delivery/freight estimates as required to ensure accuracy.
* Performs other duties as assigned.
Position Requirements:
Must exhibit the following core competencies:
Additional Requirements: