Customer Service Administrator

Position Summary: The Customer Service Administrator will be responsible for the following daily operations in the Customer Service department. This position requires attention to detail and exceptional administrative, clerical and communication skills.

Essential Duties and Responsibilities: Include the following, as well as other duties that may be assigned.

• Complete tasks received from the Customer Service help desk
• Maintain new customer information database
• Process web orders, provide order status and shipment delivery updates
• Review and edit open order reports
• Process credit cards and invoice sales orders daily, using required security processes
• Process drop ships and transfers requested by other branches
• Assist with Purchase Orders for outside processing of material
• Ensure accuracy of materials received; notify management of any discrepancies
• Release sales orders, notify sales person of any damage or discrepancies in quantity
• Process RMA’s; communicate shipping information to sales team and customers
• Process fabricated jobs through Work in Progress when required
• Assist walk-in customers when necessary
• Attend branch and team meetings; participate in training sessions

Minimum Qualifications: To perform the job successfully, the individual must have the following minimum qualifications:

Knowledge, Skills, and Abilities:

• Proficiency in Microsoft Office Suite (Word, Outlook, Excel)
• Proficiency in standard office and database programs/equipment
• Knowledge of ERP systems

Education and Experience:

Competencies: To perform the job successfully, the individual should demonstrate the following competencies (behaviors and qualities that enable one do something successfully and efficiently).

Problem Solving: Work alongside staff to resolve issues with product and customer service. Revise plans or techniques as necessary to achieve optimum results. Partner with other department managers to resolve issues.

Critical Thinking: Analytically and logically evaluating information, propositions, and claims. Detects flaws, inconsistencies, and seeks the root-causes of problems.

Teamwork: Collaborating with others to achieve shared goals. Understands one’s role on the team, helps team members in need or asks for assistance when needed.

Interpersonal Skills: Enthusiastic, naturally social and persuasive. Establishes rapport and maintains mutually productive relationships. Resilient and persistent. Must be able to work and collaborate with colleagues, be “hands-on” and be able to handle multiple tasks in a multi corporation environment.

Communication Skills: Engaging in effective communication verbally and in writing. Presents information clearly and in an organized manner. Adjusts vocabulary and formality according to audience and purpose.

Mathematical Reasoning: Performing computations and solving mathematical problems. The ability to choose the right mathematical methods or formulas to solve a problem.

Attention to Detail: Focusing on the details of work content, work processes, and final work products and selects critical details to focus on.

Adaptability: Responding positively to change and modifying behavior as the situation requires. Adjusts quickly to changes, versatile in shifting roles, welcomes new or unfamiliar situations.

Ethics: Keeps commitments; works with integrity. Presents company image and professionalism at all times.

Self-Management: Shows personal organization, self-discipline, and dependability.

Safety and Security: Observes safety and security procedures; reports potentially unsafe conditions. Knows and adheres to all safety practices of the trade and workplace.

Mechanical Knowledge: Knowledge of machines and tools, including their designs, uses, repair, and maintenance.

Management/Leadership Competencies:

Leadership: Guiding and encouraging others to accomplish a common goal. Exhibits confidence in self and others. Inspires and motivates others to perform well. Effectively influences actions and opinions of others. Accepts feedback from others and gives appropriate recognition to others.

Project Management: Ensures that projects are on-time, on-budget, and achieve their objectives. Ensures a clear definition of projects goals and criteria for success. Determines necessary activities, their sequence, and how resources are allocated.

Administration and Management: Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Presentation Skills: Formally delivering information to groups by delivering clear, organized, speeches or presentations. Delivers the right amount of information in the time given.

Industry Monitoring: Analyzing external political, economic, competitive, social factors affecting the industry.

Initiative: Identifying immediate action needed, considering current practices with a mindset of continuous growth, demonstrating initiative to generate improvements by taking action, developing new methods to foster positive outcomes.

Essential Job Functions: To perform this job successfully, the individual must be able to perform each essential duty and responsibility listed above satisfactorily. The qualifications listed above are representative of the knowledge, skill, and/or ability required for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions below.

Reasoning Ability: Ability to apply reasonable understanding to carry out detailed instructions and solve problems involving different variables.

Physical Demands (Office): The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to talk and hear. The employee is frequently required to type, use telephonic devices and view data on computer screens. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift/and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Equal Opportunity Employer: Disability/Veteran

Job Type: Full-time