General Summary: Provides customer service support to the organization by obtaining, analyzing and

verifying the accuracy of order information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Prepares customer service summary reports. Co-ordinates the handling of difficult and/or unusual situations.

CORE FUNCTIONS:

• Receives, processes and verifies the accuracy of orders from customers utilizing the organizations’s

Internal CRM/mainframe systems and customer purchase orders.

• Initiates required action for response to customer service requests for order changes, including the

maintenance of order/customer information files and communicates changes to the appropriate

personnel/departments.

• Ensures and provides quality service to both internal and external customers.

• Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety

of order-related issues.

• Accesses the company’s internal systems to obtain and extract order information and provide

customer service management with the data for inclusion in various scheduled and special reports

• Performs assigned system maintenance to various electronic order files.

• Participates and provides expertise as a member of the customer service’s departmental team. The

team\\\'s objectives are develop and recommend changes to existing methods and systems to increase

the accuracy, efficiency and responsiveness of the customer service department as a whole.