Customer Support Associate

Reporting to the Customer Service Manager, this role is responsible for owning and continuously improving the customer experience by providing quality service that will promote exceptional customer satisfaction through professional and accurate handling of customer orders.

Essential Duties & Responsibilities

• Monitor designated purchase order inbox throughout each day for incoming customer purchase orderss.
• Review orders to verify pricing and product specifications.
• Enter and update customer contact information, ship to addresses and customer part numbers into ERP system.
• Enter all verified orders including but not limited to special request notes, shipping information, customer identification and line items and quantities.
• Attach all purchase orders in ERP systems and make notes of any order changes.
• Communicate with the customer service representative and/or the customer regarding purchase order problems or missing information.
• Process order change requests from customer service representatives and customers.
• Promptly, address and resolve customer inquiries regarding delivery, specification/quality, shipping, and pricing.
• Maintain regular communication of customer order patterns with all internal departments including Supply Chain, Shipping and Distribution, Quality, Manufacturing Operations, Pricing, Product Management, Engineering and Sales.
• Review customer sales orders entered by team members for accuracy.
• Correct and review orders entered through EDI as required.
• Follow up with customer service and pricing team on ECO and quote requests.
• Model the AmesburyTruth values in written and oral communication.
• Partake in self-development by researching, reading, and participating in seminars/training activities related to the growth of customer care and the customer’s experience.

Knowledge/Skills/Abilities

• Must demonstrate proficiency in Microsoft Office Word and Excel.
• Outstanding organizational, multi-tasking and problem-solving abilities.

Work Environment/Other Requirements:

• Must be able to use normal office equipment (scanner, printer, copier, computer)
• Must be able to talk/hear/sit for prolonged periods of time