Responsible for giving our customers a great experience and being a positive voice for the company. Responsible for integrity and results of the Customer Service processes and training of others who will be engaging in order processing activities. Daily tasks include assisting customers by receiving orders, processing orders, confirming pricing, responding to delivery status requests, expediting orders, sending literature and samples. CSA is responsible for the accuracy of the data entered into IQMS and current databases. Must have a positive demeanor on the phone and in written communications.

Essential Duties:

· Receives and directly responds to incoming phone, fax, and email communications for the sales department, or refers the inquiry to the appropriate source.

· Organizes and maintains CCT/sales department filing systems such as customer orders, credit information, electronic customer files and databases and customer correspondence files. Information accuracy and trackability are in accordance with procedures. Salesforce utilization for sales leads and other required information.

· Processes customer purchase orders from order entry through final invoicing. Resolves issues with the direct customers involving pricing, discounts, defective products, credits, product questions, improved ship dates etc. Obtains and records customer information pertinent to the establishment and maintenance of the customer’s account.

· Works with purchasing, planning, production, engineering and shipping to get answers for the customer. Continuously learning about the products and processes to improve the customer experience and ability to help with application questions.

· Maintains the company’s literature hardcopy stock and electronic documents by receiving requests for, processing and seeing to the timely shipment or emailing of customer literature requests. Also tracks the inventory of literature and re-orders when necessary.

· Help setup tradeshows as needed

· Eblast campaigns, Salesforce/iContact management

· Other duties as required to maintain smooth workflow.

Education/ Experience

· 3 years’ applicable experience interfacing with customers, preferably in a manufacturing environment.

· Must be highly organized.

· Must be able to juggle priorities.

· Must take instructions and directions from multiple sources.

· Must be able to work independently and complete assignments.

· High School Graduate or equivalent

Other Skills:

· Problem Solving – Identify and resolve problems in a timely manner. Candidates must also seek assistance when needed and include appropriate people in the decision-making process.

· Professionalism – Treat others with respect and consideration regardless of status or position and set an example for all employees on how to communicate and work through issues effectively.

· Communication Skills – Excellent interpersonal and communication skills, both oral and written, to be positive and effective in communicating with customers, suppliers and teammates within the company.

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