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Customer Service Specialist

Company: Pride Global
Location: Minneapolis
Posted on: September 24, 2022

Job Description:

Job Title: Customer Service Order Specialist Location: Minneapolis, MN 55438 Job duration: 6 months (possible extension) Shift: 1 st Shift Job Description: This position has full responsibility to accurately review and enter domestic and international orders, both standard products as well as highly customized projects. Includes but is not limited to understanding the customer requirements, structuring the order to meet those requirements, analyzing and resolution of all commercial issues as well as export compliance screening. Works directly with customers and sales team on order issues and is responsible for problem analysis and resolution. Job Responsibilities Evaluate and structure orders to ensure acceptance, as well as customer requirements, are met Establish delivery expectations (request date). Determine correct part numbers Determine order type Review shipping requirements and determine carrier, service type, and freight payment terms. Create order shipping instructions. Complete purchase requisitions for any third-party purchased items. Determine and handle special requirements (product deviations, custom certificates, packaging or marking requirements, etc.). Work with customers and sales team to obtain any incomplete or unclear information Accurately enter and verify order data into JDE within 24hrs of order acceptance Research, assess, and resolve any pre-entry commercial issues relating to order acceptance criteria Act as a point of contact for all commercial questions and issues Work with customer/sales force to define the problem and determine the resolution Take action and maintain momentum for appropriate resolution (e.g. product returns credits, commission adjustments, error resolution, pricing discrepancies) Evaluate commercial issues and engage other departments where required Review contract terms and conditions and negotiate changes with customers. Review INCOTERMS - communicate and resolve conflicts with customers. Verify order pricing/discount and obtain documentation of special pricing approval Analyze commission and sales credit and request clarification when required Enter and maintain customer orders and prepare custom documentation. Handle all billing-only orders - entry through ship confirmation (field service, advanced replacement, test, and evaluation, etc.). Complete customer and order export screening (prohibited parties, embargoed countries, end user, and end use) EDUCATION / CERTIFICATIONS: A Bachelor's Degree (or equivalent experience) plus a minimum of two years of relevant experience is necessary. EXPERIENCE / QUALIFICATIONS: Strong computer skills, communication, organizational and interpersonal skills, and the ability to operate calmly and successfully in a fast-paced environment are essential. Candidate must have excellent data entry as well as written and verbal skills, and an open attitude for continuous improvement. The ability to perform under stress and meet expectations, to work cooperatively and respectfully with others, to work (when necessary) overtime and occasional weekends, and the ability to follow processes are essential. To be successful in this role, the candidate must have the ability to work towards a vision using solid judgment and strong multi-tasking skills discerning the important from the urgent, and an empowering mindset. A solid understanding of the overall process with a focus on the proper tactical execution is essential. This person must also exhibit a strong voice and have the ability to stay focused in a chaotic environment as well as have strict and consistent process adherence. Bilingual Spanish speakers preferred Job Requirements:

  • Answer incoming customer service calls
  • Generated from inbound customer service calls
  • Resolving customer complaints regarding product sales to customer service problems
  • Assisting customers with customer service related issues
  • Provide excellent customer service and customer relations
  • Take incoming telephone calls from customers requesting customer service
  • Resolve customer service problems/issues
  • Assure quality customer service to all customers
  • Resolve customer product or service issues
  • Handling customer issues/requests maximizing customer satisfaction
  • Support customer orders such as new customer account
  • Resolve customer service oriented issues
  • Maintaining high customer retention, customer satisfaction and monitoring customer complaints in service department
  • Verify information/answer customer inquiries
  • Ensuring that outstanding customer service
  • Maintain reports on customer service
  • Improve the customer service function and customer experience
  • Resolve customer service issues or refunds
  • Greeting customers and assessing customer needs
  • Provide exceptional customer service by greeting customers and assessing customer needs

Keywords: Pride Global, Minneapolis , Customer Service Specialist, Hospitality & Tourism , Minneapolis, Minnesota

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