Coordinator, Customer Care


JOB DESCRIPTION

Department:  Base Supply Stores

Location:       Various

Reports to:    Manager and/or Assistant Manager

 

II.             STATEMENT OF PURPOSE

Increase awareness of Base Supply Centers broad range of products available through special order requests and make personal contact with customers via telephone, email, visits, etc., with the end result being increased sales and a larger customer base.

 

III.            RESPONSIBILITY FOR WORK OF OTHERS

Work closely with Outside Sales Team, if available, and management or Customer Service Leader to monitor customer satisfaction and sales order status.   

 

IV.           BUSINESS COMMUNICATION

Customer recognition and interface.  Work closely with vendors with reference to quality of products, on time deliveries, negotiations, and returns.

 

V.             SUPERVISION REQUIRED

Daily

 

  1. EDUCATION REQUIRED

High school graduate with two years relevant sales experience.

 

  • TRAINING AND SPECIALIZED KNOWLEDGE REQUIRED

Attention to detail with emphasis on customer satisfaction and product knowledge

Negotiating skills

Basic retail knowledge.  Accuracy with computerized checkout systems

Excellent organizational, social and personal interaction, communications, Microsoft Office and selling skills.

         

VIII.        EXPERIENCE REQUIRED

Must have interpersonal skills dealing with and communicating with customers, vendors, company divisions, co-workers and management.

 

IX.           TRAVEL REQUIRED

Some

 

  1. SPECIFIC DUTIES AND RESPONSIBILITIES
  • Responsible for all customer related matters.
  • Responsible for placing calls to customers to solicit business.
  • Schedule visits with customers.
  • Create a report that will track the progress of the sales orders and their impact on the budgeted sales for the BSC thru use of AXAPTA and/or Excel Spreadsheet
  • Calling customers for additional information as needed.
  • Follow up with customers by conducting a survey asking basic questions i.e. Was product satisfactory, was it delivered on time, would you do business with us again?, etc.
  • Register and track customer complaints with expeditious follow up and resolution.
  • Ensure that customers are aware and understand the DOD Emall program and know how to maneuver through the website.
  • Ensure that customers are aware of our BuyLCI website and assist with customer set up for site.
  • Ability to navigate Axapta to create, release sales orders. Order special order product and follow up with vendor to ensure timely arrival and availability.
  • Ensure that sales orders are routinely reconciled with material on hand or on order to maximize sales and reduce customer wait time. Work closely with management and admin assistant (if available) to ensure material needed to fill sales orders is on order and has good supply and/or shipment status.
  • Ability to request new item loads for special request items.
  • Knowledge to quote on contracts and follow up on quotes.
  • Be instrumental in utilizing current marketing tools, ie new product flyers, to seek additional sales.
  • Maintain a customer list of all customers who shop by phone/fax/email only to try and obtain more of their business.
  • Interact with vendor reps during their normal sales calls. Ask questions about products to gain a better understanding of products’ uses.

 

Fairbanks, AK

27 day(s) ago