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Responsible for administering customer service accounts of medium complexity, along with some high complexity mix in order to achieve division business objectives and to meet customer performance expectations. There is extensive internal and external customer communication in this role. Responsible for the direction and oversight of assigned customer accounts.
Scope/Supervision and Interaction:
____ Has Direct Reports __X__ Does Not Have Direct Reports
Responsibilities may include but are not limited to the following:
Represents the division as the primary point of contact for all business dealings of assigned accounts, and works with the central functional areas of the division to provide premier customer service.
Enters orders/releases for medium and some high complexity accounts and provide confirmations.
Reviews terms and conditions of customer orders for compliance and refers those that are unacceptable to management for resolution.
Receives proposal requests, coordinates pricing review. Prepares formal quotations and provides medium levels of quote follow up with customers and Territory Sales Managers (TSMs).
Responsible for internal coordination of medium and some high complexity contract review activities.
Issues ATRs (Authorization to Return), CARs, (Corrective Action Requests) PARs (Preventive Action Requests), and customer complaints into the QSI system.
Communicates all pertinent customer information to appropriate departments, business units, and/or person(s) in regard to schedule or business changes.
Issues credits and add bills, works with accounting, TSM and customer to help resolve customer payment issues.
Assists customers with utilization of Client Systems (PH Connect, EDI) with set up and maintenance on basic levels.
Assists in training of customer service representatives as needed.
Researches data and presents information on team improvement board.
Performs essential customer service job functions.
Responsible for data input accuracy.
Inputs export control information per export policy on certain customer orders/quotes.
Responsible for continuous improvement in daily activities.
Addresses and resolves customer concerns in accordance with company policy.
Ensures Corporate and Government compliance policies for customer service.
Operates in accordance with the export compliance policies as determined by the export control procedure.
Duties and Responsibilities
Qualifications:Bachelor's Degree in business or related discipline preferred.
Minimum 2-3 years of experience in customer service or related field preferred.
Intermediate computer skills, or ability to quickly advance to this level of expertise.
Excellent verbal, written and interpersonal communication skills.
Available to travel to other Client locations if needed.
This is just for a project.
The main duties is for this person to read through terms on customer PO and/or customer contract and document various portions of that into spreadsheet (excel).
Going to need someone with strong attention to details.
Someone that has experience with reviewing contracts, maybe a legal assistant, would be great.
Can take the project and run.
Standard 8 to 5 hours, but have some flexibility here, expect project to go for 2 to 3 weeks.
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