Customer Service and Logistics Coordinator

TITLE: Order Fulfillment Representative (Customer Service and Logistics Coordinator)

STATUS: Non-Exempt

REPORTS TO: Vice President of Supply Chain

Position Summary:

This position is responsible to successfully receive and process orders. This position schedules shipping dates, arranges shipment and follows up with customers. This position also maintains month-end spreadsheets, shipping, freight, and export schedules as well as providing receptionist/front counter duties as needed.

Essential Functions Responsibilities:

The duties described below are indicative of what likely will be asked to perform. Generally, we have more than one person assigned for order fulfilment, business development assisting, and scale coverage. The position requires the ability to learn this variety of tasks and be able to efficiently switch baseline roles as job load requires. These roles are significantly inter-related. As a core of the business, this position provides an excellent basis line for promotional opportunities. The three base line work areas are listed in their priority order: First is order fulfilment, second is point of sale/scale, and third point is Business Development assistance. The applicant should expect point of sale coverage time during off season months (between Monday – Friday) and working up to 2 Saturdays a month during construction season (April through October). This is not an exhaustive list of job responsibilities and therefore other duties may be assigned:

1. Receives and processes orders. Enter orders into Great Plains and sends them to appropriate personnel. Prepares order paperwork.

2. Schedules shipping dates, obtains freight rates, arranges shipment, and follows up with customers.

3. Checks for pricing accuracy, tax designation, and enters the date shipped and batch number.

4. Updates shipping and freight schedules and export spreadsheets.

5. Enters sales quotes into master summary.

6. Summarizes month-end spreadsheets.

7. Updates and creates new EIS records and item codes.

8. Learns, understands, and complies with applicable office safety rules and regulations at all times. Holds self and others accountable for safe operations.

9. Maintains a clean and orderly office and maintains equipment in a clean and properly functioning state.

10. Acts as primary human resource in providing receptionist/front counter duties in the office on a routine rotation with other staff. Greets visitors, answers incoming telephone calls promptly, answers questions or directs callers/visitors to appropriate individuals.

11. Provides product, pricing, and location information upon request. Maintains records of customer pricing exceptions.

12. Follows procedures for order fulfillment including but not limited to:

a. Securing customer name/job location for each load when applicable, and other necessary billing information necessary for billing purposes.

b. Corresponds with customers on their order questions and changes via phone, email, internet, etc. Professionally addresses and resolves problems/complaints within scope of responsibility, and documents correspondence and results. Refers unresolved issues to Sales Manager.

13. Utilizes order entry system for local, domestic and international order fulfillment according to established procedures – from entry of quotes to daily orders/charge tickets, release and shipment of products. Keeps system up to date with various related information, as scheduled and as needed.

14. Corresponds with customers on their order questions and changes via phone, email, internet, etc. Professionally addresses and resolves problems/complaints within scope of responsibility, and documents correspondence and results. Refers unresolved issues to Sales Manager.

15. Prepares orders for shipment according to established procedures, using order entry software and spreadsheets. Prepares bills of lading and other documentation, notifies carriers of ready shipments, and coordinates scheduling of pick-ups/deliveries. Codes and approves freight invoices for payment.

16. Prepares batches of orders to invoice according to established schedule and procedures. Works with Accounting as needed to problem solve on orders filled and shipped.

17. Assists with arranging and tracking freight, including international and intermodal container requirements, as needed for all locations. Assists with freight company quote procurement for the business development staff and works to maintain and enhance relationships with freight companies.

18. Will assist in creating and maintaining written job procedures in Microsoft PowerPoint format. Includes eventually completing this for all aspects of front office support, order fulfillment, customer service and logistical requirements.

19. Will enter production data records for plant manager and operational management.

20. Files correspondence, reports, and other materials.

21. Assists others in the office with special projects and other work as assigned.

22. Communicates with other employees regarding status of work in process to ensure smooth operation of the order fulfillment and shipping process.

Reacts quickly to problem situations and to directions given by management.

24. Other duties as assigned; some of which may include property management tasks for office property and development properties.

Point of Sale – Rock & Stone Truck Scale (up to two Saturdays/month during Summer season and for back up)

1. Processes cash and credit card sales, batches tickets to Great Plains, prepares deposit, and files necessary related paperwork to the main office.

2. Utilizes order entry system for local, domestic and international order fulfillment according to established procedures – from entry of quotes to daily orders/charge tickets, release and shipment of products. Keeps system up to date with various related information, as scheduled and as needed.

3. Corresponds with customers on their order questions and changes via phone, email, internet, etc. Professionally addresses and resolves problems/complaints within scope of responsibility, and documents correspondence and results. Refers unresolved issues to Sales Manager.

4. Supports Plant Manager and Rock & Stone Manager by assisting with updating company measurements, completing labor/operator timecards, and other duties as assigned.

5. Enters product lab testing results into computer systems and generates required reports.

6. Ensures all trucks are properly and accurately weighed when entering and leaving the yard site.

7. Enters daily production information and quality test information into system and runs recurring reports.

8. Completes Purchases Orders for bulk materials as needed for R&S and S&G.

Business Development Support Activities (Third priority and Backup role):

1. Assists in providing support to the sales team by executing basic level proposals. May assist in documentation of and maintenance of sales and marketing measures.

2. Assists in execution of up to intermediate level Request for Quotes (RFQs) and assists with process documentation, control, and optimization of RFQ process to ensure consistency ad appropriate representation of operational capabilities including resource capabilities.

3. Follows up to RFQs including inside sales functions as required. Including extensive work on the phone. Executes unit cost analysis in support of work order summarization for use in future proposal writing. Provides information to the sales department to assist others in the development of quotes.

4. Makes phone calls with customers and prospects to ensure understanding of their needs in order to deliver products/services to their expectations, or better. Becomes proficient at following up on RFQs with customers and identifying opportunities for more RFQs.

5. Supports strategic objectives of the company to ensure optimal and profitable operations.

6. May Assists with the direction of the team’s efforts in pursuit of initiatives and activities required for obtaining goals and profitable operations, particularly in the business development area.

7. Other as required

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 50 per week

Benefits:

- 401(k)

- Dental insurance

- Health insurance

- Paid time off

- Professional development assistance

- Vision insurance

Ability to Commute:

- Eau Claire, WI 54701 (Required)

Ability to Relocate:

- Eau Claire, WI 54701: Relocate before starting work (Required)

Work Location: In person