Coord., Customer Solutions - OCI

Job Description

The Coord., Customer Solutions - OCI will support a select group of the sales and field service teams oversee the processing and fulfilment of customer orders and respond promptly to customer and sales team requirements inquiries and requests. They will provide an exceptional level of customer service to achieve the most optimal level of satisfaction to our customers representing Olympus in a professional and helpful manner with effective communication skills. To continually maintain and expand understanding of order entry inquiry financial systems procedures and application and operate within the policy and procedure guidelines.

Primary Responsibilities include: Sales, Service Order, Entry Quotes, Quote Revisions, System Management Knowledge, Policy and Procedure, Record Keeping

Job Duties

• Represent Olympus in a professional and helpful manner by supporting mainly Email conversations with effective communication skills.
• Continually maintain and expand personal understanding of order entry inquiry financial systems procedures and application.
• Timely entry into ERP CRM system which may require verification of payment terms pricing address accuracy item numbers PO ship date requests freight terms contracts.
• Process Orders RMAs credits price adjustments for customer accounts obtaining and retaining all back up documentation and approvals.
• Handling all aspects of Sales Order Processing in a timely and efficient manner with goal of 100% Same Day Order Entry complete with Order Acknowledgements.
• Providing support and Liaising with sales representatives to handle their special requests and inquiries within 24 Hours.
• Handling incoming inquiries from customers in a timely and efficient manner within 24 Hours.
• Processing RAN requests from customers or from sales representatives on behalf of customers within 48 Hours
• Processing Credit Debit order adjustments within 48 Hours.
• Processing all Customer Change Orders same Day as requestedUpdate and closing of Webquote.
• Timely answer of emails and effectively assist customers and sales force with their individual ordering requirements.
• Offer continued support and timely follow up.
• Daily review of open order reports as well as other open issues for assigned reps and or customer accounts addressing any issues as required including backorders, request dates, and credit hold.
• Continual follow up and open escalated issues.
• Respond to inquiries regarding the status of orders product availability and delivery and tracking information.
• Primary point of contact for communication with sales reps customers inventory purchasing marketing technical services group corporate credit and warehouse to gain resolution and or clarification on various issues pertaining to customer accounts orders.
• Assist Supervisor with monitoring of Team and Department email boxes.
• Assist with training of new hires testing and documentation review.
• Manage selected large or special care accounts such as Trumpf & SEG
• Effectively adhere to and utilize company and division policies and procedures to assist with problem resolution.
• Ensure customer account issues are dealt with efficiently and issues requiring escalation are routed to the proper management channel.
• Perform other related duties and or work as assigned.

Job Qualifications

Required:

• High School Diploma or equivalent required.
• Minimum of four (4) to five (5) years experience in Customer Service is required.
• Medium to advanced Microsoft Office skills required.
• Excellent follow up and strong communication skills.
• Demonstrates strong organizational skills
• Ability to problem solve and make decisions and ability to interact with internal and external customers of all levels.
• Extremely detail oriented.
• Motivated results oriented and persistent.
• Proactive takes initiative.
• Maintains a positive attitude and works well within a team environment.
• Handles stressful situations in a fast paced environment.
• Effectively prioritizes workload time management.
• Excellent verbal and written communication customer service skills.
• Ability to problem solve and make decisions and ability to interact with internal and external customers of all levels.
• Ability to work flexible hours.
• Judgment Required: This position requires the ability to handle numerous responsibilities at one time.This position demands a professional and knowledgeable demeanour. The coordinator must solve problems in a calm logical fashion and treat each Customer with respect. The coordinator has the authority to enforce company policies regarding pricing shipments return goods price adjustment etc. to decide whether or not a product is eligible for return to issue credits to a customer's account for return goods to determine the most economical or most expedient method for shipment in order to meet requested dates.
• Independent Action: The coordinator is often presented with challenges which require effective decision making ability. These changing situations frequently demand and immediate response which must support all company policies. Because the position works primarily independently the Representatives are empowered with authority to make timely decisions within established guidelines. Each Representative is responsible for promoting a positive attitude to the internal and external customers. A perceived negative response to a customers request could be detrimental to the company's future sales. 

Preferred:

• Experience as a Leader or Trainer an asset.
• Experience with SalesForce or SAP (SAP ECC/ SAP CRM) an asset.