Overview

GENERAL PURPOSE
This position is responsible for providing information about the Company’s products and resources to customers and sales team members placing inquiries via phone, e-mail, or fax. This position also performs other functions and follow-up activities related to customer care, order entry and order management.
DUTIES AND ACCOUNTABILITIES
Respond to requests and inquiries received via phone, e-mail or fax by providing accurate information regarding pricing and availability, order tracking information, cross reference look ups, and building mounting solutions for our customers
Follow-up with customers whose orders are incomplete or have issues that need to be resolved to ensure world class customer care
Assist customers in navigating to and using website
Identify opportunities to cross-sell or up-sell products from customer-initiated contacts
Process incoming requests from customers for RMA credit within company guidelines
Give estimates for repair of RMAs and follow up with customer to ensure timely processing
Respond to customer non-technical problems in a timely fashion
Enter orders received via e-mail, EDI, or fax
Enter customer feedback tickets into SAP on a timely and consistent basis, regarding the types of calls and inquiries being received
Maintain current knowledge of company products and processes through training and other available resources
Follow established procedures to complete work
Perform work at or above pre-established performance objectives
Understand workplace hazards and take steps to proactively prevent and report hazards or injuries in the workplace. Cooperate in Safety Programs, initiatives, and investigations.
Demonstrate our five core values of Integrity, Customer Responsiveness, Innovation, Passionate Contribution & Empowerment and Continuous Improvement
JOB REQUIREMENTS
Essential Knowledge, Skills and Abilities Required:
Ability to multi-task and manage several duties simultaneously is essential
Demonstrated customer-focus orientation
Outstanding listening, comprehension and oral/written communication – including grammar, spelling, punctuation and writing composition skills
Strong attention to detail, organization and follow-through skills
Strong problem-solving skills
High degree of professionalism including flexibility and willingness to change schedules to meet customer needs
Proven ability to work independently and as a member of a team
High degree of confidence and resourcefulness
Proven reliability – attendance and punctuality
Intermediate personal computer skills including prior use of standard functions with word processing, spreadsheet and e-mail packages
Strong 10-key and keyboarding skills
Minimum Education and Experience Required:
High school diploma or equivalent with minimum of three years of customer care experience, preferably in a product support call center affiliated with manufacturing

Special Job Requirements:
Scheduled hours for this position are Monday through Friday from 8 am to 5 pm.
Overtime and weekend hours may occasionally be required
Preferred Qualifications:
Some business or technical college course completion
Technical, electrical and/or mechanical experience or aptitude
Previous experience with SAP application and contact management (ACD) system
WORKING CONDITIONS/PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required (for the majority of the working day) to sit and make coordinated movements of the fingers for data entry on a keyboard.
General office (call center) environment
Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Milestone is proud to be an Equal Opportunity Employer. You will be considered for this position based upon your experience and education, without regard to race, color, religion, age, sex, national origin, sexual orientation, ancestry; marital, disabled or veteran status. We are committed to creating and maintaining a workforce environment that is free from any form of discrimination or harassment.
If you’d like to work in a fun, creative, business-casual environment that offers a comprehensive benefit package, we encourage you to apply!
Milestone is an equal employment opportunity employer.


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