Customer Order Fulfillment Specialist

Company Overview

Fuel Tech is a leading technology company engaged in the worldwide development, commercialization, and application of state-of-the-art proprietary technologies for air pollution control, process optimization, combustion efficiency, and advanced engineering services. These technologies enable customers to operate efficiently in a cost-effective and environmentally sustainable manner.

Position Overview

The Customer Order Fulfillment Specialist candidate will focus on correct resolutions for both customers and the business. The position will handle customer relationships and assist with their individual service needs while delivering best-in-class customer service. Accepts and commits product orders for shipment, pricing, and invoice issuance by interaction with sales representatives, customers, plant personnel, carriers and/or Marketing. Records order information into Fuel Tech's database. Customer Order Fulfillment Specialist provides solutions to customers.

position will be based in our Warrenville, Illinois headquarters

Primary Responsibilities:

• Data entry of purchase orders and coordinating with procurement to place orders.

• Responsible for order placement and fulfillment.

• Responsible for issuing price adjustments, warranty replacements and delinquent order reporting.

• Assists with full supply chain function.

• Handle inbound and outbound calls from customers (not a call center).

• Respond to customer queries in a timely and accurate way, via phone or email.

• Must attain a workable knowledge of product line and sales policies.

• Responds to inquiries regarding shipping / delivery dates and order changes/cancellation.

• Troubleshooting common issues with products or service.

• Determine the quickest and most effective ways to answer a client's or customer's questions.

• Ensure customers are satisfied with products and services.

• Understanding of appropriate escalation of queries and concerns.

• This position requires discretion and independent judgement.

Education and Experience:

• Associate degree preferred or equivalent from a two-year college or technical school.

• Three to five years in Customer / Account support related experience, or equivalent combination of education and experience.

Required Skills / Abilities:

• Extensive knowledge of Microsoft Office Suites.

• Excel knowledge including formulas, formatting, sorting and interpreting data.

• ERP (Enterprise Resource Planning) Experience. 3-5 years

• Basic mathematical skills required.

• Ability to compute exchange rates, ratios and percentages as required.

• Ability to create and interpret graphs.

• Excellent written and verbal communication skills required.

• Speaks clearly and persuasively in positive or negative situations.

• Ability to communicate with all levels of management.

• Proven ability to solve practical and complex problems.

• Proven ability to interpret a variety of instructions and procedures (written, verbal, diagram).

Physical Requirements:

• Must be able to lift 10-15 pounds. May require long periods of sitting.

Travel Requirements:

• Less than 10%

EEO statement:

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

ftek.com/en-US/linkedin.com/company/fuel-tech-inc/mycompany/