JOB SUMMARY: Processes customer orders accurately and efficiently to ensure high quality customer service.
ESSENTIAL FUNCTIONS: Receives and enters customer orders by telephone, evaluating and modifying as required to ensure accurate and complete orders and a high level of customer service. Disseminates information regarding orders, products, promotions, ordering processes (training), etc. (70%) Processes a variety of documents, which may include load plans, bills of lading, driver trip records, order adjustments, variances, special deliveries, credits and debits, shortage reports, and product complaints to meet customer needs and to maintain complete and accurate records (20%) Prints and distributes customer order forms to ensure an effective and efficient ordering process reflecting customers' needs and product restrictions. (5%) Maintains customer order files, invoices, debit and credit memos and other records to ensure complete documentation and support Customer Service functions. (5%) Performs other related and assigned duties as necessary. LEADERSHIP/MANAGEMENT RESPONSIBILITY Not applicable.
PERFORMANCE CATEGORIES Productivity/quality standards: accuracy, timeliness, thoroughness Productivity/quality standards: customer service/satisfaction and responsiveness Attendance and punctuality Professional attitude and demeanor Customer and vendor relations Teamwork within the department and across departments Project/assignment standards MINIMUM QUALIFICATIONS: Education and experience equivalent to:
Education/Certification: High school diploma or equivalent
Experience: 0 to 2 years of relevant work experience in customer service or order processing
Knowledge, Skills and Abilities Knowledge of (B/basic; J/journey; E/expert): Basic office equipment and machinery (PCs, copiers, fax machines, adding machines, calculators, etc.) (J) Order processing concepts and procedures (J) Shipping and receiving concepts and techniques (J) Products (B) Promotions (B) Customer service concepts and techniques (B) AS400 computing environment (B) Distribution concepts and procedures (B) PC word processing/spreadsheet software applications (B) Skill and ability to: Communicate and coordinate effectively with internal and external customers Resolve customer complaints effectively and efficiently Work independently Work effectively in a general business environment, with a focus on high levels of quality and customer service Travel via airplane and drive an automobile Act in accordance with GSF's Values and Creed
