Description

Summary: 

Provide excellent professional support services in dealing with the company’s customers, ensuring that inquiries about products, orders placed for products, and complaints are addressed in accordance with established practices, processes, regulations, guidelines and standards in a safe and efficient manner. 

Essential Duties and Responsibilities:  

• Other duties may be assigned. 
• Abide by, enforce and participate in the implementation and ongoing oversight of all company safety standards and regulations. 
• Receive and process orders from customers  
• Obtain customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms or into systems 
• Verify customer and order information for correctness, checking it against previously obtained information as necessary 
• Review orders for completeness according to reporting procedures and forwarding incomplete orders for further processing 
• File copies of orders received, or post orders on records/systems 
• May be required to set-up new product items or new customer accounts. 
• Provide information directly or through systems to specific departments or units to prepare and ship orders to designated customers. May involve the handling of freight traffic control, such as normal and special scheduling to customers and several warehouses, rate quotes, damage and delivery claims/issues,?etc. 
• Ensure that customer inquiries or complaints are resolved at first point of contact, unless specialized knowledge or further investigation is required  
• Assess inquiries, requests and complaints; provide information about products or services, receiving or entering orders, cancelling accounts or obtaining details of complaints; 
• Maintain records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken in the appropriate system (CRM/ERP) 
• Ensure that appropriate changes were made to resolve customers' problems. 
• Notify customers of claim/complaint investigation results or any planned actions/adjustments; and refer unresolved customer grievances to designated departments for further investigation. 
• Ensure that the company receives the benefit of revenues collected at the earliest opportunity by receiving and processing payments made and resolving inquiries within established processes. 
• Perform general administrative support duties including responding to calls and inquiries from the general public, processing mail/messages/deliveries, participating in audit and inventory activities, sending/copying/transmitting documents, generating reports for review/use by managers/supervisor, etc. to ensure the smooth flow of work within the department and/or plant. 

Competency:  

To perform the job successfully, an individual should demonstrate the following competencies: 

Safety and Security - Observes safety and security procedures, Determines appropriate action beyond guidelines, Reports potentially unsafe conditions, Uses equipment and materials properly 

Problem Solving - Identifies and resolves problems in a timely manner, Gathers and analyzes information skillfully, Develops alternative solutions, Works well in group problem solving situations, Uses reason even when dealing with emotional topics 

Technical Skills - Assesses own strengths and weaknesses, Pursues training and development opportunities, Strives to continuously build knowledge and skills, Shares expertise with others 

Customer Service - Manages difficult or emotional customer situations, Responds promptly to customer needs, Solicits customer feedback to improve service, Responds to requests for service and assistance, Meets commitments 

Interpersonal - Focuses on solving conflict, not blaming, Maintains confidentiality, Listens to others without interrupting, Keeps emotions under control, Remains open to others' ideas and tries new things 

Oral Communication - Speaks clearly and persuasively in positive or negative situations, Listens and gets clarification, Responds well to questions, and, Participates in meetings 

Team Work - Balances team and individual responsibilities, Exhibits objectivity and openness to others' views, Gives and welcomes feedback, Contributes to building a positive team spirit, Puts success of team above own interests, , Supports everyone's efforts to succeed, Recognizes accomplishments of other team members 

Written Communication - Writes clearly and informatively, Edits work for spelling and grammar 

Varies writing style to meet needs, Presents numerical data effectively, Able to read and interpret written information 

Leadership - Exhibits confidence in self and others, Inspires and motivates others to perform well, Effectively influences actions and opinions of others, Accepts feedback from others, Gives appropriate recognition to others, Displays passion and optimism,  

Quality Management - Looks for ways to improve and promote quality, Demonstrates accuracy and thoroughness 

Business Acumen - Understands business implications of decisions, Displays orientation to profitability, Demonstrates knowledge of market and competition, 

Cost Consciousness - Works within approved budget, Contributes to profits and revenue, Conserves organizational resources 

Diversity - Demonstrates knowledge of EEO policy, Shows respect and sensitivity for cultural differences,  Promotes a harassment-free environment,  

Ethics - Treats people with respect, keeps commitments, Inspires the trust of others, Works with integrity and ethically, Upholds organizational values 

Organizational Support - Follows policies and procedures, Completes administrative tasks correctly and on time, Supports organization's goals and values, Benefits organization through outside activities, Supports affirmative action and respects diversity 

Adaptability - Adapts to changes in the work environment, Manages competing demands 

Changes approach or method to best fit the situation, Able to deal with frequent change, delays, or unexpected events 

Attendance/Punctuality - Is consistently at work and on time, Ensures work responsibilities are covered when absent, Arrives at meetings and appointments on time 

Dependability - Follows instructions, responds to management direction, Takes responsibility for own actions, Keeps commitments, Commits to long hours of work when necessary to reach goals, Completes tasks on time or notifies appropriate person with an alternate plan 

Initiative - Volunteers readily, Undertakes self-development activities, Seeks increased responsibilities, Takes independent actions and calculated risks, Looks for and takes advantage of opportunities, Asks for and offers help when needed 

Innovation - Displays original thinking and creativity, Meets challenges with resourcefulness 

Generates suggestions for improving work, Develops innovative approaches and ideas, Presents ideas and information in a manner that gets others' attention 

Judgment - Displays willingness to make decisions, Exhibits sound and accurate judgment 

Supports and explains reasoning for decisions, Includes appropriate people in decision-making process, Makes timely decisions 

Motivation - Sets and achieves challenging goals, Demonstrates persistence and overcomes obstacles, Measures self against standard of excellence,  

Planning/Organizing - Prioritizes and plans work activities, Uses time efficiently, Sets goals and objectives, Develops realistic action plans 

Professionalism - Approaches others in a tactful manner, Reacts well under pressure, Treats others with respect and consideration regardless of their status or position, Accepts responsibility for own actions, Follows through on commitments 

Quality - Looks for ways to improve and promote quality, Applies feedback to improve performance,  

Quantity - Meets productivity standards, Completes work in timely manner, Strives to increase productivity, Works quickly 

Requirements

 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. 

Education/Experience: 

High school diploma or GED, and over one (1) year up to and including two (2) years’ experience in customer service or order entry; or equivalent combination of education and experieince. 

Language Ability:  

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. 

Math Ability 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs. Perform the four operations with common and decimal fractions. Perform arithmetic operations involving all American monetary units. 

Reasoning Ability: 

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  

Computer Skills:  

To perform this job successfully, an individual should have knowledge of:  

Customer relationship management (CRM) software, Electronic mail software , Spreadsheet software, Word Processing Software, Enterprise Resource Planning (ERP) software, Financial Records software 

Certificates and Licenses:  

None 

Other Qualifications: 

This position requires specific knowledge in the following areas to be successful: 

• Principles and processes for providing customer and personal services. 

BMC is a federal subcontractor which maintains an affirmative action program as an EOE/AA Employer including Vets and Disabled.