Position Overview
Innovative Laminations Company (ILC) is seeking a Customer Service Specialist to support customers and key accounts within designated market segments. This role is integral to managing the complete order lifecycle and ensuring a seamless customer experience. In this fast-paced position, you will serve as the primary liaison between customers and ILC’s cross-functional teams, including Sales, Production, Warehouse, and Finance, ensuring accurate processing, timely communication, and exceptional service.
Key Responsibilities
- Pre-Qualification: Gather and evaluate essential information to qualify and prepare quotes for prospective sales opportunities generated through customer inquiries.
- Order Entry: Process and enter customer orders accurately into SAP.
- Customer Data Management: Maintain and update customer records, including special pricing and reporting, within SAP.
- Billing: Generate and distribute invoices following shipment.
- Quote & Prototype Follow-Up: Proactively follow up on quotes and prototypes issued to assess opportunity status and timeline.
- Customer Satisfaction: Address and resolve customer concerns, including returns, replacements, and shipment delays, to ensure a positive customer experience.
Requirements/Minimum Qualifications
- Bachelor’s degree in business, Marketing, or a related field.
- 2-5 years of demonstrated experience supporting customers and managing order fulfillment processes.
- Excellent verbal, written, and phone communication skills.
- Strong interpersonal skills with the ability to effectively manage customer requests and concerns.
- Proficiency in Microsoft Office (Outlook, Word and Excel), Internet navigation, aptitude to learn Salesforce, and SAP.
- Highly detail-oriented, organized, and able to prioritize multiple tasks in a dynamic environment
Preferred Qualifications
- Experience working with SAP.