Summary – Manage and supervise the customer service order desk.
Responsibilities: Order Desk Services
Provide ongoing training to Customer Service personnel for phone
call procedures encompassing call etiquette, product knowledge, product problem
diagnosis, appropriate repair procedure(s) and repair part suggestions to
fulfill customer requests
thorough understanding of all customer accounts. Assign and/or delegate account
responsibilities to individual order desk coordinators as appropriate.
customer phone calls, process orders, process Home Depot EDI orders.
working knowledge of export documentation, SOLO pricing, programs, promotions,
sales reps and other topics related to the customer experience.
knowledge of SAP billing, EDI, web orders, and operation of printers. Perform
updates to accommodate contract and pricing changes.
with shipping department when issues arise
management with a weekly update of sprayers ordered on the Early Bird Booking
Program, as well as, any other significant orders received.
with technical services, purchase manager and customer on any back order issues.
management of difficult problems arising with customers. Report incidents of
conflict arising between the order desk and another department that are not in
line with the goals of the company. For example- excessive shipping errors,
continuous customer complaints of the same nature, or directions given by other
staff that you do not know to be approved by management.
a working knowledge of closing procedures for day, month and year-end order
weekly with supervisor to provide department updates.
Skills & Abilities:
to read and understand documents such as equipment and procedures manuals,
reports and correspondence.
Customer Service Principles and Practices
knowledge of Microsoft Office Programs
troubleshooting and decision making skills
and Interpersonal skills to work and supervisor others effectively
communication (oral and written), employee motivation, decision making, change
management and negotiation skills
to work well and quickly under pressure
commitment to best in class customer service
to organize, delegate and proof data.
ability: addition, subtraction, multiplication, or division.
skills to manage and process data for use by self and others using word
processing and spreadsheet software programs.
to use office machines such as a computer, scanner, calculator, typewriter,
fax, photocopier and credit card machine.
Education & Experience:
School diploma or GED; 4-5 years related experience or equivalent combination
of education and experience
This individual must be able read instructions or diagrams and work with small
machine parts, tools and equipment.
Hearing/Talking: Must be able to communicate with others by
means of spoken words. Must be able to follow verbal instructions. A large portion
of the work day requires talking.
Sitting/Standing/Walking: Must be able to maintain mobility. This position requires the employee to stand
for extended periods of time, on occasion. Sitting is for extended period of
Climbing/Reaching: Climbing is not required in this
position. Major portions of the day
require reaching for parts.
Occasional bending/stooping or kneeling to obtain materials. Fingering/Grasping/Feeling: Must be able to use hands and fingers to work
with parts, tools and equipment. Manual dexterity is essential to this
position. Lifting: Frequent lifting of up
to 25 pounds; infrequent lifting up to 50 pounds.
is performed in both a manufacturing and office environment. Exposure to moving
mechanical parts; moderate exposure to extreme heat/cold; hazardous chemicals; loud noises; Appropriate safety equipment provided.
This position includes Healthcare Benefits, 401k and Holiday Pay.