Details

Employee Type
Contract Full-Time
Location
Rochester Hills MI

Job Description

ESSENTIAL JOB FUNCTIONS:

    • Perform daily order management functions including:
      • Determination of customer need
      • Definition of specific part(s) requirements/number
      • Check/confirmation of part(s) availability/delivery
      • Part(s) quoting/pricing
      • Order confirmation, order entry, data input
      • Order follow-up/delivery validation/invoicing
      • Return/warranty claim processing
      • Credits
    • Positive interaction with customers to best meet practical and emotional needs.
      • Ability to follow call structure
      • High degree of customer sensitivity
      • Effective at receiving/giving critical information
      • Courteous and professional phone demeanor
      • Responsive to call-back requirements
    • Interact with other departments including Finance, Purchasing, Inventory Control, Traffic & Warehousing, Sales, Hotline and Service to ensure customer expectations are achieved 100% of the time.
      • Gather technical information to help customer define specific part/number requirements.
      • Use of technical parts manuals
      • Order status
      • Return authorization
    • Maintain strong knowledge & keep up-to-date on product lines to provide telephone based troubleshooting support.
      • Familiarity with technical manuals
      • Product training
      • Hotline training

REQUIREMENTS:

    • Minimum of Associate Degree in business or related field, or equivalent related work experience.
    • Minimum of one year customer service or technical work experience.
    • Excellent phone conversation and caller management skills.
      • Well developed technical writing skills.
      • Well developed technical communication skills.
      • Courteous, helpful and professional demeanor.
      • Manages many tasks simultaneously, well organized.
      • Handles potentially frustrating situations with customers positively.
      • Ability to read technical manuals and engineering drawings helpful.
      • Efficient at using computerized business systems, including BaaN, MS-Office97, etc.
      • Prior exposure to Company equipment.
      • Works effectively and cooperates with other employees or representatives.