Customer Service Coordinator/ Data Entry

The customer service Coordinator reports to the customer service Manager and has responsibility for order entry of his/her assigned customers (either by geography and/or customer channel), warranty credits, order confirmations, preparation of various reports, maintaining the customer service order and credit files, and assist in supporting the receptionist during absences. This position will also assist in achieving the company in meeting its set goals for revenue, profit, receivables, on-time and fill-rate, quality and safety. In addition this individual is expected to identify opportunities to reduce cost, improve efficiency, quality and maintain a team environment. PRIMARY DUTIES This individual will primarily interact with internal customers, face-to-face and over the phone, and be involved in a variety of data entry and administrative areas required to support their assigned customer’s and Account Manager team including, but not limited to the following: DATA ENTRY Orders- Ensure orders are entered on-time and with 98% accuracy in accordance with current processes. Orders should be entered and available for Operations the same day as received, those received after 3:00 pm, may be processed the following day. Review orders for accuracy, and maintenance as needed. Orders should have accurate prices, terms, customer address information, site, dates, item numbers, quantities, shipping method/instructions, etc. Warranty Credits – Ensure credits are entered on-time and accurately in accordance with current processes. Properly research, obtain required authorization and support documents. Process warranty credits within 2 days of receipt. Review credits for accuracy, and maintenance as needed. Credits should have reason code, accurate prices, customer information, dates, item numbers, quantities, etc. REPORTS To Be Defined: Prepare and/or distribute daily, weekly and monthly reports. FILING Maintain customer service order and credit files. Prepare folders for daily filing. Purge order and credit files for historical and legal reference annually (at minimum). Maintain current year plus 1 in department and 5 years in retention, for a total of 7 years. RECEPTIONIST SUPPORT Provide back up to the receptionist during absences by managing their non-switchboard related responsibilities. INQUIRIES Respond to inquiries received by internal and external customers within 4 hours or by end of day, whichever is sooner. service, COMMUNICATION & TEAMWORK Improve service through continually meeting and interacting with your customers and internal departments to maintain your knowledge of products, programs, customer’s needs and exectations, new products, stock availability and the production plan. Actively participate on teams. Contributing skills and appropriate knowledge to drive to solutions and results. PROCESS, POLICY & STANDARDS MINIMUM REQUIREMENTS High school diploma or equivalency Minimum 3 years data entry experience Intermediate PC skills: Microsoft Word, Excel, Outlook, Windows, typing and 10-key data entry Good communication skills: written, telephone, speaking, reading and listening Individuals in the position must be results oriented, organized, able to multi-task, work in a fast paced team environment and possess a strong customer-focused attitude: highly personable, accurate, relates well with p...
Updated 3-Apr-2012
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