• Process customer orders/changes/returns according to established department policies and procedures.• Provide timely and accurate information to incoming customer order status and product knowledge requests.• Build and maintain strong business relationships with customers to drive an exceptional customer experience.• Maintain communication through production channels to ensure special projects are completed in a timely manner.• Generate/manage backlog orders, open order reports, forecast reports and communicate late deliveries to the customer and team.• Interface with manufacturing, production control and logistics to provide expedited order status to customers.• Manage Pool Account reports.• Involve in SAP development project, responsible to map out customer process, order & invoice requirement, precious metal compliance and pool account Inventory Control System. Successfully launch the SAP within the timeline and be the key player in system testing.• SAP key user and troubleshooter in customer service area, established process work instruction for SAP processes

• Process customer orders/changes/returns according to established department policies and procedures.• Provide timely and accurate information to incoming customer order status and product knowledge requests.• Build and maintain strong business relationships with customers to drive an exceptional customer experience.• Maintain communication through production channels to ensure special projects are completed in a timely manner.• Generate/manage backlog orders, open order reports and communicate late deliveries to the customer and team.• Interface with manufacturing, production control and logistics to provide expedited order status to customers.• Provides support and guidance to the customer service team when they need help.• Manage Pool Account reports or statements.• Provide support to Precious Metal Specialist in processing hedging transaction when RMA return.