Job Summary:
Responds to customer inquiries, expedites critical orders, communicates dispositions, researches and resolves issues, and researches orders.


Principal Responsibilities:
* May provide quote preparation, order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit problems and/or other such support to sales team members and/or external customers.
* Identifies, investigates, and participates in opportunities to improve processes and procedures, to include various key performance metrics.
* Ensures that good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively and in accordance with consumer laws.
* Maintains and updates electronic and/or hard copy records as required.
* Other duties as assigned.


Job Level Specifications:
* Extensive knowledge of the organization, job, practices and procedures, enabling a high level of contribution.
* Completes complex assignments requiring significant judgment, initiative and problem solving skills.
* Work is performed under minimal guidance and assigned in the form of desired expectations.
* Independent judgment is used to determine best approach and creativity is expected to achieve maximum results and handle new situations.
* Collaboration with internal or external contacts. May participate on teams for special assignments. Responds to requests from senior management, internal and/or external contacts.
* Actions may have significant impact to department as well as others. Errors may be difficult to detect and remedy and potentially result in loss of customer business, materials, money and/or time.


Work Experience:
Typically requires a minimum of five years of related experience.


Education and Certification(s):
Diploma or equivalent education.