Customer Relations Specialist
Current• Responds to inquiries, resolves routine issues (referring more difficult problems upward), educates, and acts as a resource on company products via phone, email and other methods as appropriate. Documents inquires, issues and resolutions, and education provided as required.• Performs upselling and cross selling to customers, wholesalers and dealers which includes but is not limited to new products, items released from backorder, replacements for discontinued items, special promotions, closeout items and replacements for returned items.• Serves as vacation back up for Accounting Associate, Enters orders into system, producing sales orders, pick sheets and processing shipping data entry and invoicing.• Resolves order questions and documents communications accordingly.• Issues credits, debits and returns, creates return authorizations, processes bills and participates in collecting cash as needed.• Processes or coordinates setting up, maintaining and/or closing accounts in collaboration with the accounting department, purchasing and manufacturing departments. Facilitates the closing of customer accounts by communicating with appropriate parties, closing open orders and deactivating the customer.• Runs routine reports and independently creates reports to support department activities.• Sends our quarterly customer satisfaction surveys using random search to limit repeated inquiries to customers. Results are tallied using weighted average and reported to senior management. Unsatisfied customers contacted to create resolutions.• Occasionally assist with local deliveries and make in-person sales calls.• Responsible for communicating international transportation control document, tracking orders and returns.• Performs other duties as assigned.
