CSR I I

Primary Purpose:

Responsible for leading and ensuring effective sales order management. Serves as single point of contact to provide consistent, positive customer experience. Responsible for initial order entry, management of order changes, and coordinating order fulfillment and c. Empowered to make decisions on behalf of company in alignment with Veseris strategy, guiding principles and customer satisfaction. Leads resolution of service issues that directly impact customer order fulfillment. Assists in earning “Customers for Life” through the establishment of positive customer relationships while enhancing customer satisfaction and confidence. Suggests additions to sales orders based on customer purchase history, knowledge of vertical markets, and commercial strategy. Gathers market intelligence for entry into CRM System.

Specific Duties and Responsibilities:

A. Receives and Processes customer purchase orders

• Enters orders received via telephone online in real time
• Enters electronic, paper and manual orders online
• Verifies & Confirms customer orders and delivery expectations.
• Quotes prices according to uniform pricing strategy and current market pricing.
• Tracks order exceptions and maintains as needed.

B. Develops solutions to customer needs/opportunities

• Evaluates needs/opportunities and matches them with Veseris USA’s products/services
• Is resourceful: considers full range of options to develop optimal solution to customer facing issues and makes decisions to resolve the situation in a balanced manner for the customer and Veseris.
• Establishes communication with appropriate internal Veseris personnel (e.g., Operations, Sales, and MPU) to ensure timely responses to fulfillment issues
• Recommends increases in size of order by using sales history information

C. Builds and sustains long-term customer partnerships

• Creates mutually beneficial relationships with customers through establishment of rapport coupled with responsiveness to customer needs (return messages, timely follow-through).
• Maintains up-to-date information on customers (contacts, products, requirements, etc.). Ensures accuracy of customer information records and associated message text in Veseris system.
• Fulfill customer’s expectations with realistic commitments.
• Serves as a resource to customers by sharing useful information (regulations, safety, product knowledge, market trends, pricing).
• Participates in joint sales calls with sales representative as needed.
• Attend seminars/meetings that allow for personal/professional growth in accordance with training goals.

D. Displays effective interpersonal & communication skills (internal/external)

• Delivers timely and accurate information to customers & internal business partners both verbally and in writing.
• Achieves mutual understanding by summarizing & reviewing agreements
• Actively listens.

E. Demonstrates knowledge of Veseris USA Inc.

• Understands Veseris vision, mission statement & quality process
• Understands customer service policies & procedures
• Identifies people in the organization who can provide customer with requested information
• Attends operations, administration, and sales process overviews as appropriate.
• Understands the profitability model and customer segmentation.

F. Demonstrates understanding of Veseris USA’s products and services

• Knows our go-to-market strategies
• Recognizes and responds to new/additional opportunities at existing customers

G. Teamwork: collaborates with team members

• Seeks good communication and cooperation within Veseris USA’s organization
• Coordinates all routine aspects of customer orders, requests, and inquiries
• Identifies and uses internal resources as needed to complete tasks
• Supports team goals
• Is receptive/flexible/adaptable to change

H. Understands, generally, about competitors and their services.

I. Resolves problems/nonconformances quickly

• Uncovers and verifies problems/nonconformances
• Probes for all details on expressed concerns
• Persists until all causes are identified and assists in resolution
• Develops and presents solutions quickly
• Anticipates potential problems and proactively works to avoid them

J. Effectively uses the UQIP process.

K. Establishes and executes a Personal Development Plan

• Identifies priorities
• Develops specific action plan
• Breaks down long-term objectives into short term goals
• Monitors progress to meet goals
• Seeks feedback

L. Understands customer’s business

• Knows industry needs and trends
• Responds to specific customer requirements

M. Completes all paperwork, reports and administrative tasks in a timely, complete and accurate manner.

Problem Solving:

More Difficult: Resolve customer facing issues in an effective, efficient manner through effective internal/external negotiations and associated creativity.

Interface:

Decision-Making Authority:

• Customer–facing issues that directly impact order fulfillment
• Price quotations within established guidelines

Specialized Knowledge/Skills:

Requirements

• Communication and active listening skills
• Telephone skills
• Knowledge of Veseris USA products, services, and the industries we serve
• Problem-solving
• Ability to prioritize and multi-task
• Keyboarding and basic PC skills – UVX /ERP System Skills
• Enhanced knowledge of pricing and marketing strategy

Experience

Three-plus years prior customer service, customer solutions and/or sales experience.
Leadership role without formal authority. Effective decision making. High level of empowerment, ownership, and accountability.

Education/Training:

Bachelor’s degree preferred
ERP/CRM experience preferred

Physical Demands/Environmental Conditions:

• Work as part of a collective team and an office environment
• Pace of activity
• Stress level
• Keyboard entry
• Potential exposure to chemical substances of varying hazard classifications