Customer Support

AFC Industries•Muscatine, IA

4h•Onsite

About The Position

AFC Industries is a dynamic organization dedicated to providing supply chain management solutions for fasteners and assembly components to original equipment manufacturers, assembly plants, and other users of these products. They support a diverse industry base of manufacturers across a broad range of industries, with an experienced team that has a proven track record of helping manufacturers and assemblers reduce cost, improve quality, and increase efficiency. AFC provides localized expertise to customers in particular industries and geographies, operating with on-the-ground experts in an entrepreneurial fashion with the backing and support of an enterprise-grade organization. The company culture is devoted to innovation and improvement, with a commitment to a simple management approach. The Customer Support role is an active member of the inside sales team, responsible for answering incoming calls and providing complete pre-and post-sales support in a professional manner. This position provides effective sales service support for all customers by efficiently processing all customer orders and monitoring shipments, and assists the Foremost sales team, as needed, in the development of new business and resolution of customer issues.

Requirements

High School education and either two years’ post-secondary education or three years of experience, preferably in a customer service environment.
Must be an excellent communicator.
Must have a good understanding of both spoken and written English.
Desire to work with a diverse, multi-cultural population.
Ability to pass any required drug test and new hire physical examination.
Ability to maintain complete confidentiality of any information s/he encounters.
Able to grasp technical issues quickly and understand how different components of a product fit and work together.
Ability to listen carefully.
Able to analyze problems quickly and provide resolutions.
Able to organize and manage multiple tasks and multiple priorities.
Excellent interpersonal and communication skills.
Commitment to company values and willingness to be a team player.
Computer knowledge and skill.
Able to use business software packages, applications within Microsoft Office, and Lotus Notes.
Must have 2 years’ practical experience with MS Windows operating system environment.
Must have attention to detail.

Responsibilities

Address all inbound telephone calls and emails quickly, professionally and efficiently.
Address all customer callback requests in a professional and timely manner.
Provide complete array of customer support services, as needed, including, shipments, credits, pricing, non-stock order updates, and other services.
Perform all data entry and order processing functions accurately and within required time frames.
Verify pricing with appropriate department.
Review open order status daily.
Run and deliver all daily reports required.
Ensure all issues are satisfactorily investigated, resolved and documented.
Ensure all unresolved issues are forwarded to Customer Service Supervisor immediately.
Consistently provide accurate detailed documentation for analysis and follow-up
Daily check the RFS folder to complete the update of Contracts, Order Forms, and the Customer Blanket Purchase Orders with approved new stock items.
Maintain all customer contracts and order forms.
Notify customer Service Supervisor when problem trends appear whether related to supply chain or product issues
Facilitate communications between customer and sales rep. Keep sales rep up to date on all communications and potential outages or substitutions.
File all paperwork, as required
Assist with Inventory Cycle Counting as needed.
Assist in sourcing and locating items
Perform all other duties as assigned by Supervisor.