PRIMARY EMPLOYMENT OBJECTIVES
Supervises all aspects of order processing for both domestic and international orders, starting with receipt of order, through confirmation of customers' requirements and final delivery. Liaises and communicates with sales, product management, finance, operations and shipping to ensure customer's orders and required paperwork are completed on time and accurately. Initiates and supervises continuous improvement projects, specifically as related to customer service. Provides subject matter expertise on Syteline as it pertains to customer service, fulfillment order and tracking, quoting and invoicing. Ensures all incoming telephone calls and emails are being attended to in a prompt and professional manner. Manages, guides and develops the customer service team on a day-to-day basis
SPECIFIC ESSENTIAL DUTIES & RESPONSIBILITIES
Manages order fulfillment from receipt through delivery for all orders (domestic and international and across all channels of distribution and business units).
Performs the billing function.
Oversees all orders to ensure on-time and accurate delivery targets are understood by respective facilities.
Estimate/quote prices, credit or contract terms, warranties, and delivery dates.
Use internal ERP system for processing quotes and orders.
Recognizes and adheres to domestic and international export regulations as needed.
Provides back up for Compliance as needed.
Provides ongoing reporting to sales and customers on order updates, questions, and concerns.
Participates in ongoing efforts to establish processes and best practices not only for customer service, but as needed across logistics and operations to the extent those practices impact customer service performance.
Supervises the preparation of all commercial paperwork for international shipments, and liaises closely with the logistics team to ensure proper shipping methods and carriers are being used.
Supervises and coaches the customer service team to ensure all incoming customer requests are being addressed in a timely manner, processed accurately, and with proper external communications.
Initiates actions to improve customer service levels within team and with other departments
Shares insights gained through interactions with consumers with others in the company through reports and presentations.
Facilitate commit and team meetings.
Other work duties as assigned
Knowledge, Skill & Experience Requirements
Bachelor's degree in Business or related field or equivalent combination of education and experience.
3 to 5 years' experience in global sales order processing.
Supervisory experience required.
Working knowledge of international compliance and shipping regulations.
Keen ability to analyze problems, gathers pertinent data, and recognize/recommend solutions.
Excellent interpersonal and customer service skills.
Independent, self-motivated, and ability to work efficiently under tight deadlines.
Proficient computer skills in Microsoft Office: Word, Excel, Outlook, PowerPoint and Internet required.
Ability to multi-task and work with a high sense of urgency in a fast-paced work environment.
Excellent organizational skills and attention to detail.
Cooperative attitude with team-oriented disposition with excellent customer service skills.
Must be extremely flexible to changing environments of a thriving business and ability to work additional hours, as needed.
Maintain professionalism and good working relationships with others.
Military experience is a plus.
Work environment (include physical requirements)
Office environment, some repetitive motion required.
Travel may be required for trade shows.