Respond promptly and accurately to inquiries regarding customer order status and product information.
Process customer purchase orders, changes, and returns adhering to company policies and procedures.
Ensure timely order confirmation within 48 hours of placement or communicate any delays caused by pending material or production validation.
Prepare, submit, and follow up on customer quotes, providing pricing information on all products as required.
Compile necessary information for the creation of production order documents.
Collaborate closely with external technical sales, purchasing, production, and shipping teams to relay customer requirements and address concerns according to company standards.
Assist in onboarding new customers by providing required documentation and conducting customer verification for Export Control compliance.
Work in tandem with the sales team to surpass customer service expectations.
Actively contribute to the maintenance and enhancement of work instructions and processes.
Address Non-Conformance Reports (NCR) to prevent recurring errors or issues.
Send monthly thank-you cards to customers.
Engage in department meetings and offer suggestions for process improvements, fostering a culture of efficiency within Customer Service.
Pursue SMART goals outlined in annual performance reviews.
Undertake any other duties or projects assigned by management.
Qualifications:
Proficiency in MS Office suite and experience with ERP systems.
Strong communication skills in English and proficiency in Spanish or German preferred.
Previous experience in customer service or related fields.
Ability to work collaboratively in a team environment.
Detail-oriented with excellent organizational skills.
Adaptability and willingness to learn new processes and systems.
Proactive problem-solving ability.
Commitment to delivering exceptional customer service.