Customer Service Level II

COMPANY BACKGROUND:

Norgren Inc. is a global leader in the manufacturing and distribution of quality pneumatic and fluid control solutions.  Norgren services a wide spectrum of industries including Automotive, Aerospace, Food and Beverage, Industrial, Life Science, Mining, Machining, Packaging, Vehicle / Truck, among others.  With established manufacturing facilities in USA, Germany, UK, Switzerland, and Spain and with newer facilities in Mexico and the Czech Republic, Norgren is part of the diverse and internationally successful $3.0 billion IMI Group.  IMI is a dynamic international engineering business specializing in innovative projects and service for major global customers in strong niche markets.

 

POSITION SUMMARY:



Ø This position is responsible for the receiving, changing and entering customer orders and is the primary contact for NORGREN customers requesting help or information concerning their orders.  Establishing and maintaining a good working relationship with the customer is vital.  Incumbent must be able to talk with customers and maintain and establish customer relationships.

Ø  This position has the responsibility and authority to provide information to the customer as to pricing, discounts and shipping dates as specified within normal marketing parameters.  The incumbent must be able to inform customersof order status, scheduled ship dates/late deliveries.

Ø  The incumbent is also responsible for tracing lost shipments, providing proof of delivery, recording order-related activity and providing NORGREN planning personnel with pertinent information as it relates to customer orders.

Ø  A strong responsibility is to assist the customer with their questions and problems concerning changes, expediting and product information, as well as coordination with other departments and/or NORGREN distributors regarding inquiries of a more technical or specific nature.

Ø  This position deals with a variety of people and personalities ranging from in-house to disgruntled customers.  A calm, courteous, knowledgeable, yet authoritative, demeanor is essential to promoting good relationships.

 



KEY DUTIES & RESPONSIBILITIES:

1.  Responsible for building strong personal relationships with key contacts within our customer base.

2.  Responsible for providing rapid, accurate responses to inquiries.  It is the incumbent’s responsibility to close out 100% of all customer requests each day and provide first call resolution.

3. Responsible for ensuring all orders are accurately entered into the system.  All orders received before 4 PM should be entered the same day they are received.

4. Responsible for anticipating and providing feedback on abnormal ordering patterns to our operations team.

5.  Responsible for working with team members to exceed call wait time and first call pick targets.





ACCOUNTABILITY:

1. Primary duty is phone coverage, which quite often consumes 70-80% of the workday.  Handle all calls with professionalism.

2. Ensure customer satisfaction through prompt assistance, providing accurate information regarding their orders and inquiries.  Informing customers of their order status, scheduled ship dates/late deliveries and provide general catalog information.  Be proactive to ensure service excellence.

3.  Ensure correct customer documentation of orders through detailed edits and preparation of orders for entry into the order processing system, including changes and cancellations as well as new orders.  Fill out billing adjustment forms and SCNs.  Familiar with RMA’s and be able to probe customer for information about problem.

4. Maintain good working relationships with customers by providing customer with friendly and courteous service.

5.  Ensure customer orders/inquiries are processed and completed in a timely manner through coordination with other departments and/or NORGREN distributors.

6.  Maintain accurate departmental records pertaining to customer orders ensuring customer satisfaction.

7.  Follow policy consistently to ensure that customers are treated fair and in an equitable manner.

8.  Computer literacy – Excel/Word.

9.  Be proficient at using NORGREN website and Webstore.

10. Work closely with customers and sales personnel, providing quotes.

 

 

MINIMUM QUALIFICATIONS:



1.  Four-year degree or equivalent external customer service experience.

2.  Excellent verbal and written communication skills in English.

3.  Additional Spanish language skills desirable.

4.  Experience with MRP systems (MK and/or JDE preferred)

5.  Computer software competency: Outlook, Excel and Word

6.  Strong self-organizational skills



7.  Ability to work within a team environment with minimal supervision

8.  Knowledge of, and a desire to learn, more about NORGREN products, processes and policies

9.  An unwavering desire to improve customer satisfaction by exceeding the above targets and also through the adoption of new concepts and programs