Post-Sales Support – Job Description
Role: As Post-Sales Support, you will guide our customers from order entry through complete shipment. Your goal is to create a positive customer experience by communicating in a timely, accurate manner with customers, Inside Sales, Outside Sales, Warehouse personnel, and Directors. You will be primarily responsible for the Post Sale management portion of the Lester Sales Process.
Status: Full time
Responsibilities:
· Enters and processes incoming customer orders in a timely manner
· Communicates with customer on all order updates (tracking and backorders) until order is completely shipped
· Logs all customer order updates in CRM
· Supports inside salespeople with communication to warehouse regarding orders shipped out of our warehouses
· Communicates with vendors to ensure proper order entry & accuracy for billing and monthly reconciliation
· Enters and processes customer return requests or address any quality issues that need to be communicated with manufacturer.
· Maintains up to date pricing in CRM database
· Expands knowledge by participating in educational opportunities
· Enhances organization reputation by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments
· Sends price increases/price files to customers
· Answers phones and direct calls to appropriate party
· Tracks and reconciles daily UPS/Freight charge
· Actively promotes and onboards customer to EDI (electronic ordering)
SKILLS & QUALIFICATIONS:
· Excellent verbal & written communication skills
· Dependability
· Customer service oriented
· Attention to detail
· Organizational skills for managing different customer cases simultaneously
· Ability to multitask, prioritize and manage time effectively
· Ability to work well in a fast-paced environment
· Confidentiality
· Ability to perform as part of a team
· Conflict resolution for dealing with challenging customer cases
· Data entry skills for accurately updating customer orders and records
QUALIFICATIONS:
· Proficiency is MS Office and CRM software
· Legally eligible to work in the United States
· High school diploma or equivalent