Business Title: Customer Order Specialist
Function: Manufacturing
Location: Wausau, WI
Sub-Function Description: Responsible for all aspects of customer care. Additionally manage installations, product wizards, service, repairs, samples, and call center. Ensure customer satisfaction through service levels, responsiveness and problem solving. Develop systems, processes, and automation to improve efficiency or effectiveness.
Organizational Impact: Works to achieve day-to-day objectives with limited impact beyond the level area. Work is of limited scope, typically on smaller, less complex projects or task related activities. Work is supervised.
Position Type: Full-time, Exempt
Knowledge & Experience:
High school diploma or equivalent with 3-5 years customer service experience. Estimating or quote experience and exposure to mechanical or electrical equipment are helpful but not required.
Excellent communication skills, both written and verbal. Ability to assess situations by gathering and analyzing information. Proficient in PC and Microsoft Office products. Able to work independently and efficiently. Excellent time management and prioritization skills. Critical attention to detail.
Essential Functions | Accountabilities | Performance Measures
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Manage the collection of all pertinent information necessary to quote jobs accurately and expediently for assigned territory and Product Specialist.
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Utilizes product knowledge and customer specifications to finalize order.
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Responsible for accurate entering of order into system.
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Scheduling of all production lines & buyouts in order to meet sales demands.
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Provides timely and accurate responses to customer requests for product specifications, pricing, problem resolution, etc.
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Facilitates communication with internal staff on status of orders.
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Collaborates with appropriate internal staff for resolution of problems.
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Ensures high customer satisfaction, growth, and retention of business.
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Provides education and training to inside and outside customers on usage of products.
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Process cancellations of SO’s (update spreadsheet, MAS & notify engineering & shipping).
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Process Return Merchandize Authorizations (RMA’s) as requested or approved.
Communication & Influence: Communicates with parties within and outside of own area to explain facts, policies and practices related to area.
Problem Solving & Complexity: Identifies, defines, and addresses problems which are not immediately evident but typically not complex. Problems are typically within a single area. Problems are typically solved through drawing from prior experiences or standard procedures and basic analysis. Has responsibility for making minor changes in systems and processes to solve problems or improve effectiveness of area.
Leadership & Talent Management: Focused on self-development
Certificates | Licenses | Registrations: None
Travel Required: None
Work Environment: Office & Manufacturing
Physical Demands:
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May wear safety attire and protective gear on a daily basis.
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Usually work indoors. This site may not be temperature controlled.
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Often exposed to loud sounds and distracting noise levels.
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May share workspace with others
The physical and work environment demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
CFS Brands is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee’s I-9 to confirm work authorization.
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