PRIMARY DUTIES & RESPONSIBILITIES

- Maintain customer service group mailbox

- Have a comprehensive understanding of pertinent products offered by Fiber Glass Systems

- Communicate with customers and internal contacts through email and phone concerning current and/or potential orders.

- Follow up on customer inquiries/orders by requesting credit approvals, delivery information, price quotes, etc. Provide customers with information and following internal processes for order processing.

- Develop and maintain customer relationships

- Set up new customers in TPH Request Portal and add shipping addresses

- Obtain customer tax exemption certificates and upload into OnBase

- Ensuring all orders are entered in a timely manner and inputted accurately with correct pricing, discounts and product numbers

- Advising customer on lead times, inventory levels, and pricing

- Obtain freight quotes

- Enter orders into ERP

- Manage orders from receipt of POs to time of fulfillment

- Enter credit memos and return material authorizations as needed

- Develop and maintain relationships with key individuals at multiple manufacturing facilities

- Assist customers with product questions, ordering, order tracing, complaints and issues

- Categorize, file, and maintain all sales order information for audit purposes

- Facilitate closing of sales orders as well as working with internal contacts to ensure a clean process from quote to invoicing

- Adhere to all applicable company and corporate policies, procedures, quality standards, compliance guidelines and audits

- Responsible for following all company safety and environmental requirements

- Other administrative duties as assigned by Customer Service Supervisor

EDUCATION & EXPERIENCE QUALIFICATIONS

- Three years of previous customer service experience or administrative experience.

- To perform this job successfully, an individual must be proficient in all MS Office products

- Excellent interpersonal and communication skills required

- Exceptional customer service skills

- Strong attention to detail with time management and decision-making skills

- Ability to multi-task while working in a fast-paced environment; self-directed and able to prioritize responsibilities, providing precise attention to detail

JOB REQUIREMENTS

- Work may require evening and weekend work

- Previous customer-facing experience

- Ability to interpret data and provide recommendations based on findings

- Well-developed interpersonal skills

- Ability to advocate and inquire with the right balance to positively influence the team

- Self-starter, willing to accept initiative and able to work independently

- Travel less than 5%

BEHAVIORAL COMPETENCIES

- Dependability/Attendance

- Customer focus

- Problem Solving/Judgement

- Thoroughness

- Detail-oriented

- Adaptability/Decisiveness

- Initiative/Perseverance

- Interpersonal Skills

- Organizational Skills

- Management Skills

- Stress Management

TECHNICAL COMPETENCIES

- Proficiency in Microsoft Office and ERP software

- Excellent communication skills, both verbal and written

- Good organizational skills and ability to multitask

- Must achieve targets

- Ability to adapt and cross-train to learn all job duties as required

- Ability to work in a fast-paced environment