Customer Service Coordinator - Manufacturing
Irving, TX
Job Summary
The Customer Service Coordinator (CSC) is responsible for providing a high level of service to surpass internal and external customer expectations while working in a comprehensive team selling environment. Service customer inbound calls to provide information and/or process orders.
The CSC is the central resource for customer support and manages all aspects of the order flow process between quote and release to manufacturing; including new account set up; pricing and quoting; collection of credit information; order write-up and associated follow-up; as well as assisting in aging resolution. Some cross and up-selling will occur as well as warm outbound sales calls to select customers. The CSC serves as primary inside point of contact for buying customers across all product lines with the ability to handle many customer requirements independent of the outside sales team.
Primary Responsibilities
- Primary inside point of contact for buying customers from quote through production stage.
- Serves as the regionalized resource for information and problem-solving as well as corporate, operations and field personnel.
- Directly facilitate customer requests for pricing, quote and scope of work deliverables associated with all products in assigned territory.
- Manage follow-up on quotations to determine low bidder and help close orders in conjunction with field teams.
- Process orders, provide product submittals, drawing and down payment confirmation, and assist with problem-resolution and receivables.
- Coordinate and maintain regional product sales pricing in conjunction with field sales and field marketing.
- Has specific account relationships independent of outside sales involvement.
- Maintain project records, documentation and data in Merlin (CRM) database.
- Possesses thorough knowledge of products sold in assigned market, processes and policies to support and exceed customer requirements and expectations.
- Effectively utilizes technology and process to drive efficiency.
- Familiar with the manufacturing process and plant capabilities for all products.
- Resolves inquiries on errors relating to invoicing, pricing or incorrect shipments and escalates as necessary.
- Ensures company and product policies and procedures are followed in a timely and accurate manner.
- Coordinate with all necessary internal customers including, but not limited to, Sales, Field Marketing, Manufacturing, Credit, and Operations.
- Follows process and procedures to produce repeatable, consistent and measurable outcomes.
- Lead generation, time permitting
- Other duties assigned.
Minimum Education
Required minimum education:
4 year Bachelor s Degree
Required Major/Focus:
Business or related degree
Combination of post-secondary education and experience will be considered in lieu of degree.
Qualifications
Required:
- 4 years of related experience in construction, manufacturing, industrial or engineering customer service, order entry and sales or bachelor s degree in related field or combination of equivalent education and experience.
- Excellent communication (written and verbal) skills with internal and external customers at all levels of the organization providing courteous, timely and accurate information.
- Demonstrated analytical competencies in basic math skills. Technical aptitude with respect to civil site plans and specifications a plus.
- Demonstrated ability to solve problems involving several variables while operating in a dynamic, fluid, team-oriented environment.
- Ability to handle multiple tasks and to prioritize situations requiring urgent attention is critical. Time management and organization skills are required.
- Requires ability to read and comprehend documents including customer orders, price lists, training and procedural manuals.
- Demonstrated competencies in computer software (MS Office, CRM Database).
- Flexibility and willingness to learn new concepts, processes and product information.
Preferred:
- CRM experience
- Experience in construction, product sales, or manufacturing in an inside or outside sales role. Prior customer support on complex products
Local Candidates Only Please. No Relocation Assistance is Available.
Contech is an Equal Opportunity/Affirmative Action Employer and participates in the E-Verify Employment Verification Program. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identification, transgender status, national origin, protected veteran status, or status as an individual with a disability. Click here to view information regarding your Equal Employment Opportunity rights and protections:
EEO is the Law & EEO is the Law Supplement. Contech is a drug-free workplace and conducts pre-employment testing as a condition of employment.
If you are unable to apply online due to a disability, contact the Contech Recruiting team at (513) 645-7000.Estimated Salary: $20 to $28 per hour based on qualifications.
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