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Customer Service International I

Ferno-Washington, Inc • Wilmington, OH • 3d ago

Description:

SUMMARY

Perform all duties and responsibilities in alignment with International Sales and Marketing with assigned accounts.

Requirements:

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Dealer contact and primary communication source via fax, phone, and e-mail

Order entry and maintenance for all assigned accounts

Order expediting and contract review

Follow-up with customer to ensure customer satisfaction

Documentation of all unique work instructions Customer Profile

Prepare price quotations, terms of sales, delivery dates for dealer accounts assigned

Communicate price per account

Coordinates all shipments at order entry per process guidelines

Coordinates with Production Control when expediting of product needed

Acts as a liaison between customer and Ferno providing feedback to Sales, Quality, and Product Management

Coordinates with EMSAR parts shipments to be consolidated with Ferno shipments

Sets up new accounts

Maintains customer master when needed

Issue credits when needed

PCS/Warranty processing

Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies

Assist in other areas of the department as needed

Other duties may be assigned

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be fluent in English, both written and verbal.

A working understanding of letters of credit and date drafts is preferred.

Excellent Attendance

Good Organizational skills

Ability to take direction and work independently

Working knowledge of WORD and EXCEL

Knowledege of AS/400 (INFOR XA) a plus

Knowledge of CRM (ZOHO) a plus

Ability to @type with speed and accuracy

EDUCATION and/or EXPERIENCE

High School diploma or GED, with prior experience in customer service areas and with the public preferred.

COMMUNICATION SKILLS

Ability to read and comprehend simple instructions.

Ability to effectively communicate and perform required documentation.

Ability to communicate effectively with the public and other departments.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and color vision.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

TRAINING

MAPICS -- Powerlink

ZOHO Training

CRM Policy

Portal Training

Product Training

Pho

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