Mattoon, IL Justrite Manufacturing JOB SUMMARY
The purpose of this position is to serve as the key contact for both external and internal customers regarding all product lines. This position supports the customer fulfillment process by performing all aspects of customer order management. Problem solving, decision making and communication skills are required to maximize the focus on customer relationship management, also working well in a team environment. The ability to review and recommend improvements and enhancements within Customer Service and JMC systems and processes is key to ensure the best customer experience. This position is also responsible for generating new sales opportunities through analysis of distribution and penetration of various channels working the respective Sales Reps. The position also requires review of current markets, analyze competitor share, and recommend opportunities to bundle Justrite and work with Sales Reps to gain market share. JOB RESPONSIBILITIES Process external and internal orders to ensure accurate and timely deliveries with the focus on departmental standards for quality, efficiency and productivity. This includes all ordering methods (phone, fax, EDI, etc.).
Research and provide solutions to customer service issues, such as product availability, invoice, and proof of delivery, distribution, pricing and logistics issues.
Maintain open communications with Sales, Marketing, Credit, Shipping/Traffic and Planning to resolve and identify process/customer issues/opportunities.
Issue return authorization and billing adjustment requests for billing reconciliation.
Manage specific customer requirements with key customers.
Keep current on product information/knowledge, marketing and system capabilities.
Through analysis of markets, work with Sales Reps to penetrate new markets and expand current distribution channels.
Research and analyze current competition and their market share, and work with Marketing and Sales on opportunities to gain market share.
Investigate, review and recommend improvements within JMC customer touching areas.
Develop, distribute and monitor customer surveys to assist with information mining.
Report, communicate and present to management as required.
SKILLS REQUIRED Professional telephone etiquette (soft skills)/excellent communication skills
Computer skills within a Windows environment, MS Office and MAPICS
Ability to work in a team environment; assertive, persuasive and diplomatic
Ability to prioritize and organize a demanding workload in a fast-paced and highly stressful environment
College degree in business area preferred
2-3 years in a fast paced customer service environment
Must have initiative and ability to achieve objectives with minimal direction
Decision-making and problem-solving skills
Ability to analyze information and develop recommendations to present to management
Qualified applicants should apply and submit resume at http://www.justritemfg.com/utility-pages/careers/ no later than October 10th, 2018.