Interface with customers and sales representatives to handle both pre-sales and post-sales service functions.
Provide outstanding customer service to improve customer satisfaction and relationship.
Handle and resolve customer complaints/inquiries via mail or phone in a timely and accurate manner.
Assist in product purchasing and order fulfillment activities such as taking orders, giving pricing information, determining appropriate shipping methods, routes and rates, etc.
Handle incoming phone calls related to; return material requests, product samples, order referrals, sales promotions, etc.
Monitor product order shipment to ensure on-time delivery to customers.
Alert customers on shipping and flow issues in advance.
Provide price and cost proposals in response to customer’s requests.
Contact customers regarding contract cancellations to determine cause and possible corrective measures.
Develop knowledge about each customer’s business model and requirements.
Maintain competent understanding of company’s products, their functions and alternatives.
Coordinate, analyze and improve customer service functions to meet company goals.
Maintain database of customer sales order and invoicing records.
Assist in marketing activities and inventory control maintenance.