Department: Customer Service

Purpose: To perform tasks to fulfill customer service, sales orders, and invoice processing functions and to provide competent and consistent support to the Customer Experience department as a team member.

Requirements

• Bachelor's degree in Business Administration, Marketing, Foreign Trade, Communication or a related field or equivalent work experience.
• Candidates with an associate's degree plus a minimum of 2 years of experience in customer service, inside sales, or technical product roles will also be considered.
• Proficient in MS Office and the ability to type quickly and accurately.
• Ability to remain calm, friendly and friendly when dealing with customers and distributors.
• Ability to understand technical product information on all Flexco products.
• Willingness to participate in occasional trips to trade shows, sales calls, and other relevant product training opportunities.
• Ability to use the software used to connect with customers and collect their information.
• Strong written and verbal communication skills.
• Ability to know detailed product requirements and communicate technical specifications.
• Ability to multitask and perform accurate data inputs and other computer inputs while communicating verbally.
  
  

Languages

• Excluding: Intermediate – advanced English.
• Desirable: Portuguese.
  

Responsibilities

Under management:

• To be a consultant and value-added resource for our channel partners, providing technical support for various application needs.
• Facilitate the sales process by tracking open sales orders, resolving issues as needed, and providing overall customer support.
• Process, edit, and interpret all customer orders as received, including product documentation, catalogs, and other samples, and communicate with distributors/customers as appropriate.
• Schedule order shipping dates and enter orders into the system.
• Investigate and resolve customer complaints and initiate tracking procedures for lost shipments.
• Quote prices and delivery dates as requested and process distributor referrals for end customers.
• Provide technical support and make product recommendations to distributors and end users.
• Recognize product addition opportunities during order review and ask distributors if they would like to add those items to their orders.
• Review, approve, and process customer return requests.
• Interact with other company personnel as needed to ensure peak customer service performance, including inventory allocation and backorder reviews.
• Prepare and review reports to audit and track order processing, specific customer commitments, product availability, and product demand information to ensure efficient order flow and resolve issues.
• Update and maintain various manual and computerized sales records and files and purge accounts as needed.
• Determine freight rates and contact carriers for freight charges as needed and prepare Canadian export documentation.
• Enter and release credits, debits, and invoices in a timely manner and check everything to ensure accuracy.
• Participate as a member of the team coordinating and scheduling work activities for the area and transversal training in all areas.
• Participate in activities to advocate for the quality process.
• Use personal computers and other common office equipment.