Key Duties and Responsibilities:

1. Daily communication with customers and associated sales personnel on order management topics

2. Management of customer orders from receipt of customer order to receipt of product at the

customer. Activities include contract review, order entry, order edit, order maintenance, order

status communication, order expedite requests, and complaint processing

3. Provide direct line and ACD line support for all incoming service-related phone calls

4. Demonstrate an understanding of ORBIS products and product application

5. Support the execution and continuous improvement of the quality policy

6. Resolve any issues that arise, including identifying root cause, determining options, and negotiating with the plant and customer

7. Navigate between multiple systems, including SAP, SharePoint, Salesforce, and Teams

8. Support sales personnel with quoting, purchase order changes, and customer inquiries as needed

9. Support team as back-up coverage

10. Other duties as assigned

Performance Measures and Outcomes

1. ORBIS and functional Strategic Objectives

Education/Certification

Level Required

High School Diploma

Level Desired

Bachelor's Degree

Description

Relevant work experience may be considered in lieu of education requirement.

Work Experience

Required

3-5 years Customer Support experience

Desired

5-10 years of similar customer support experience within an ISO Certified manufacturing environment. Prior ERP System experience

Additional Knowledge, Skills, and Abilities

1. Strong communication (verbal and written) skills and collaboration in a team environment

2. Ability to multi-task in a high paced environment, while maintaining attention to detail

3. Knowledge of and ability to implement effective strategies and activities that promote long-term customer loyalty

4. Knowledge of the major responsibilities, accountabilities, and organization of the customer support function or department

5. Familiarity with organization's policies, standards, and procedures guiding customer interactions, while using strong problem-solving skills

6. Knowledge of practices, tools, and techniques for communicating with a customer

7. Knowledge of and ability to apply the processes, activities, and tools needed to ensure strong customer satisfaction

8. Ability to lead by example

Travel Requirements

Minimal required.

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