Customer Support

Job Description

AFC Industries is a dynamic organization dedicated to providing supply chain management solutions for fasteners and assembly components to original equipment manufacturers, assembly plants, and other users of these products.

We support a diverse industry base of manufacturers across a broad range of industries. Our experienced team has a proven track record of helping manufacturers and assemblers reduce cost, improve quality, and increase efficiency.

We are A Company Culture Devoted to Innovation & Improvement

AFC provides localized expertise to customers in particular industries and geographies. We don't have a traditional hierarchical management structure where everyone simply "reports up." Instead, our company is made up of on-the-ground experts operating in an entrepreneurial fashion with the backing and support of an enterprise-grade organization.

Sharing cultural values breeds consistency and quality throughout our organization. Collectively, we are committed to a simple management approach, which influences our company culture and our management style.

GENERAL SUMMARY:

Be an active member of the inside sales team. Answer incoming calls; provide complete pre-and post-sales support in a professional manner. Provide effective sales service support for all customers by efficiently processing all customer orders and monitoring the shipment. Assist the Foremost sales team, as needed, in the development of new business and resolution of customer issues.

ESSENTIAL DUTIES AND TASKS:

• Address all inbound telephone calls and emails quickly, professionally and efficiently.

• Address all customer callback requests in a professional and timely manner.

• Provide complete array of customer support services, as needed, including, shipments, credits, pricing, non-stock order updates, and other services.

• Perform all data entry and order processing functions accurately and within required time frames.

• Verify pricing with appropriate department.

• Review open order status daily.

• Run and deliver all daily reports required.

• Ensure all issues are satisfactorily investigated, resolved and documented.

• Ensure all unresolved issues are forwarded to Customer Service Supervisor immediately.

• Consistently provide accurate detailed documentation for analysis and follow-up

• Daily check the RFS folder to complete the update of Contracts, Order Forms, and the Customer Blanket Purchase Orders with approved new stock items.

• Maintain all customer contracts and order forms.

• Notify customer Service Supervisor when problem trends appear whether related to supply chain or product issues

• Facilitate communications between customer and sales rep. Keep sales rep up to date on all communications and potential outages or substitutions.

• File all paperwork, as required

• Assist with Inventory Cycle Counting as needed.

• Assist in sourcing and locating items

• Perform all other duties as assigned by Supervisor.

MINIMUM QUALIFICATIONS:

High School education and either two years' post-secondary education or three years of experience, preferably in a customer service environment.

Must be an excellent communicator.

Must have a good understanding of both spoken and written English and desire to work with a diverse, multi-cultural population.

A combination of education, training, and experience may be substituted when competency in the role is demonstrated. Successful performance on pre-employment tests is required.

Reasonable accommodations may be made to those who are able to perform the essential duties of the job.

The incumbent must be able to pass any required drug test and new hire physical examination.

The incumbent must be able to maintain complete confidentiality of any information s/he encounters.

SPECIALIZED SKILLS AND KNOWLEDGE:

• Able to grasp technical issues quickly and understand how different components of a product fit and work together.

• Ability to listen carefully,

• Able to analyze problems quickly and provide resolutions.

• Able to organize and manage multiple tasks and multiple priorities.

• Excellent interpersonal and communication skills.

• Commitment to company values and willingness to be a team player.

• Computer knowledge and skill.

• Able to use business software packages, applications within Microsoft Office, and Lotus Notes.

• Must have 2 years' practical experience with MS Windows operating system environment.

• Must have attention to detail.

Work Hours: 8AM - 4:30PM, Monday-Friday

Hourly Pay: $20.00-22.00 (depending upon experience)

Benefits:

• 401(k)

• 401(k) matching

• Dental insurance

• Flexible spending account

• Health insurance

• Life insurance

• Paid time off

• Vision insurance

We are an AA/EEO/Veterans/Disabled employer.