Responsibilities

• Manages customer inquiries, quotes, and orders under the supervision of the Customer Experience Manager.
• Responds to customer inquiries regarding products, pricing, availability, and order management.
• Preparation of timely and accurate quotes, utilizing AFL’s resources (website, catalogs, as well as application engineers/PLMs when necessary).
• Works closely with the Order Entry teams to ensure efficient processing.
• Supports CARs at higher levels by learning and assisting with escalation cases.
• Develops a foundational understanding of business unit processes and pricing controls.
• Maintains accurate records of transactions and communications.
• Logs and processes customer complaints, actively participating in problem resolution by identifying issues and assisting in the implementation of corrective actions.
• Manages Return Material Authorization (RMA) request. Including obtaining facts, obtaining decision to accept or reject request, creating/issuing RMA, monitoring RMA and all required communications involved, to include expedites replacement orders as required.
• Supports resolution of Accounts Receivable issues with customers. Includes determining why customer has deducted or not paid, assessing if there is a valid basis, and determining whether collection or credit is appropriate. Working with Customer Service Manager (CSM) and/or Supervisor, Regional Sales Manager (RSM) and Commercial Managers as part of the escalation process to reach a resolution.
• Monitors customer accounts:includes understanding issues, trends and general “healthiness” of the customer-supplier relationship to assist the organization (sales agents, RSM, customer service and product line managers) in the service and support of our customers.
• Understands, adheres to and promotes the environmental, health & safety policies and complies with AFL business Policies and Procedure.

Personal Qualities

• Interpersonal skills – must have a good command of the English language, both written and verbal in order to communicate with both internal and external customers.
• Initiative - self-starter with the ability to execute a given set of projects from start to finish in an efficient and timely manner.
• Multitasker – ability to juggle multiple tasks without losing sight of the details.
• Team player – ability to take direction, comfortable in a cross-functional, multi-cultural environment.
• Detail oriented – to ensure accuracy of order processing and quotations.

Qualifications

• 1-3 customer service/account management experience preferred, will consider otherwise qualified candidates that have demonstrated initiative and desire to grow.
• Intermediate user of MS Office required.
• Experience with Oracle and/or customer relationship management software, preferred.

Working Conditions

• Normal office environment.