Nanosonics Inc Jefferson City, TN, USA
Mar 27, 2018Full time
Job Summary This position is responsible for maintaining a high level of responsiveness and service to all our customers, sales representatives, and territories assigned to the team handling POS, labels, and other company's product lines. This position reports to the Customer Service Manager. Primary Duties and Responsibilities (*Essential Functions) These are functions a qualified incumbent or applicant must be able to perform with or without reasonable accommodation. Conduct account reviews on a regular basis to evaluate client needs and account usage; determine types of services/products and prices/fees satisfying client needs, as well as the organization's objectives. Coordinate all efforts related to customer order fulfillment between Production, Shipping, Estimating, Art, Marketing, and Sales Departments. Coordinate the setup of new items and item numbers. Develop and maintain a well-coordinated internal relationship with business leaders, team members, and key decision makers within the organization. Ensure optimal client feedback to Manager, Product Management, Sales Management or other departments with regard to product requirements and enhancements. Enter, edit, and cancel sales order inquiries as required and needed. Gather new customer information for account creation, as well as creating new customer ship-to locations. Implement and manage the effective delivery of key customer programs including communication strategies, customer training, and issue resolution. Investigate, track, and resolve customer and client concerns; identify trends and implement solutions. Look for opportunities for growth within our book of business. Maintain customer comments, bill of lading comments, tag memos, and customer contact records. Notify customers of actual or potential backorders and/or late shipments. Primary support representative for all assigned customers and sales representatives. Proactively identify accounts whose order history has decreased so as to address any 'at risk' customers and reach out to these accounts to ensure customer retention. Initiate and process Return Merchandise Authorizations (RMA) and Credit Memo Requests (CMR) in a timely manner. Professionally answer client questions via phone or email in a prompt manner. Research and resolve invoicing and pricing discrepancies. Trace and tracking shipments. Track price and/or credit held orders. Monitor slow-moving inventory (Floor Stock Agreements) over a 30 day period. Other (Non-Essential) Functions Includes functions which are normally performed by persons holding this title. However, these functions may be reassigned to other employees as part of a "Reasonable Accommodation" under the ADA. Controls cost by proactively controlling expenses and elimination of waste. Contributes to a team effort by proactively assisting internal contacts. Attend training programs to develop relevant knowledge, techniques, and skills. All other duties assigned. Physical Requirements & Environmental Conditions Continuous contact with other people requiring communications via face-to-face, orally by telephone and various written methodologies Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Standing: Remaining upright on the feet, particularly for sustained periods of time Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another. Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to others accurately, loudly, or quickly. Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound. Visual Acuity: Able to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive Requirements College Degree or similar experience required. 1-5 years of prior customer service and/or account management required. Knowledge of AS/400 and SalesForce experience preferred, but not required. 2 years labels/print experience preferred. Ability to handle multiple tasks with varying deadlines Excellent oral and written communications skills through all levels of management Communicate ideas concisely and effectively in oral and written form, including preparation and delivery of production meeting on assigned shift.