DESCRIPTION

Job Summary

The first point of contact for low to moderately complex customers regarding order entry, order modification, and general inquiries to ensure orders are processed accurately and on time.

Key Responsibilities

• Customer Interaction: Manage a high volume of routine customer communications (via phone and/or email) for order entry and FAQs. Provide first-call resolution for inquiries and transfer unresolved issues to the next level of support.
• Order Management: Process customer orders within the order management system accurately and within deadlines. Publish order acknowledgments, shipment notifications, tracking details, and invoices.
• Documentation and Reporting: Compile and distribute export and shipping documents to enable timely processing. Maintain accurate records of all interactions in the appropriate database/system. Prepare and share standard reports with internal teams and customers.
• Collaboration: Work with higher levels of customer support for resolving complex issues. Communicate with cross-functional teams to ensure seamless order fulfillment.
• Process Improvement: Identify and suggest opportunities for process enhancements to improve customer satisfaction and efficiency. Support team initiatives to build a more proactive customer support organization.

• Core Competencies:
• Communicates Effectively: Develop and deliver clear, audience-specific communications.
• Customer Focus: Build strong relationships and deliver customer-centric solutions.
• Drives Results: Achieve consistent results under challenging circumstances.
• Self-Development: Seek opportunities for personal and professional growth.
• Values Differences: Appreciate diverse perspectives and cultures.
• Role-Specific Competencies:
• Customer Support: Understand the importance of proactive interactions throughout the order life cycle.
• Order Life Cycle Knowledge: Demonstrate the end-to-end order process, terminology, and functional collaboration for seamless fulfillment.
• System Proficiency: Navigate system screens to process orders, modifications, and customer queries efficiently.
• Order Processing Expertise: Execute steps from order receipt to exception resolution to meet customer requirements.

• High school diploma or equivalent.
• Compliance with licensing for export controls or sanctions may be required.

• Minimal or no prior work experience required.

• Availability for a 24x7 rotational shift role, primarily working the 5 PM to 2 AM shift.