• Responsible for the handling of key accounts, such as government or high volume sales accounts, related to order inquiries and processing.
• Special order responsibilities as assigned by manager, including but not limited to standing order management:
• Processes standing order requests and ensures lot sequestering is completed accurately according to department procedures.
• Reviews and analyses standing order product utilization to reduce scrap and ensure customer efficiency
• Responsible for responding to all customer questions via phone or assigned in task system in a timely and professional manner
• Processes customer orders as received via phone or task system and ensures accuracy and alignment with department guidelines and processes; escalates order inquiries as necessary
• Interacts with distribution and planning personnel on product status availability and advises customers accordingly
• Reviews and processes Technical Support requests for replacement products; responsible for following up with Technical Support to ensure resolution
• Coordinates with colleagues regarding standing orders when lot-specific requests are made. Ensures that all orders are released for shipment following product shipping guidelines.
• Responsible for ensuring proper documentations accompanies all orders prior to final order submission
• Regularly reviews task system and assigns orders and/or inquiries to fellow Customer Service Coordinators depending on geographical coverage or special assignments
• Ensures that all requests for standing orders and overnight shipments are properly labeled
• Manages personal task queue ensuring that all customer orders are processed within departmental timeline goals.
• Follows-up on all customer inquiries, account maintenance requests, price discrepancy tasks, shipping issues, etc.
• Prepares customer quotations for Werfen products based on pre-established pricing guidelines.
• Works with logistics team to coordinate shipping for returns or replacements, ensuring inventory adjustments and credits are processed accurately, in accordance with department procedures.
• Researches and resolves invoice discrepancies reported to Credit and Collections team. Processes credit and/or debit memos in accordance with departmental procedures.
• Prepares and distributes various customer reports on a regular basis

Secondary Functions:

• Special order responsibilities as assigned by manager, including but not limited to standing order management, government orders
• Additional duties as assigned