Summary of Position

 

Responsible for primary customer service coverage of the Corbin Russwin brand and secondary coverage of the Securitech brand, subject to change as needed.  Work with the sales organization, various factories, profit centers, technical support, order entry, shipping, and finance teams to support all levels of customer requirements.  Provide timely and accurate follow-through on all order-related issues. Support Manager of Customer Service as required.

 

Principal Responsibilities include, but not limited to:

 

Provide thorough, accurate and sincere guidance to customers. Manage the delayed order notification (DON) process communicating directly with customers and ensuring orders are updated in a timely fashion. Refine and develop new and existing procedures as needed.   Research & respond to inquiries regarding pricing, order status, product availability and shipping information within a timely fashion. Process all shortage/replacements within 24 hours of receipt to ensure rapid shipment of product.   Resolve all outstanding purchase order-related questions within five business days. Utilize JD Edward, CRC Dash, ASSA Connect, Redmap and DFIS to review customer specific information as needed. Make sound decisions that maintain a balance between company policy and a customer-first philosophy. Continuously evaluate and identify opportunities to drive process improvements that positively influence the customer experience as measured by our Net Promoter Score. Manage customer communications through various platforms: CRM/SalesForce, Comet, DFIS, Outlook, ShoreTel/UJET and more. Work with team members (including order processors) to reduce the number of returns and credits due to internal errors. Assist in the entry of orders through the CCF system as required. Display high standards of professional conduct at all times. Perform other duties as assigned and warranted.

 

Requirements

 

B.S. Degree, or equivalent practical customer-facing experience (work in B2B / manufacturing environment is a plus). Effective team player; works well in a diverse work environment. Very strong interpersonal & communication skills. Very strong decision making and problem-solving skills. Ability to multi-task in a fast-paced environment, able to juggle many issues simultaneously, and must be able to work as part of a team. Ability to master multiple computer applications/systems/software, skilled with Microsoft Windows and Office products. Must be able to work in the Berlin, CT office full-time, and support occasional late shifts (9:00AM-5:00PM weekdays). Ability to travel (infrequent)

 

 

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