Organizational

Alignment: Position reports to Customer Service Manager

Position

Overview:  This position is responsible for providing effective customer service for all Bullard Abrasives, Inc. and Marvel customers. Requires in-depth knowledge of company products and programs and coordination with field sales and internal sales and marketing resources.

Position

Mission:     Service customers and develop a strong cooperative relationship between the company and customers.

Specific Functions

And Responsibilities

                  Order entry and processing – Maintain customer records and data base; Process all customer orders and changes; Provide timely and accurate information to customer order status and product knowledge requests; coordinate with sales reps and distributors regarding product sample requests; resolve shipping issues with carriers; interact with manufacturing and the warehouse to insure orders ship at the highest fill rates possible.

                  Accounts payable and receivable – Process new customer credit applications; Process customer billing, Invoice to customers with a copy to sales reps; Work closely with the accounting department to resolve customer credit issues.

                  Quality – Provide timely feedback regarding customer concerns and complaints; Generate RMA’s to customers and process credits once product has been returned and inspected.

                  Sales and marketing – Provide promotion information to customers; Up sell new products to distributors and end use customers.

The job functions listed above represent the general scope of responsibility for this position.    From time to time other tasks and responsibilities may be assigned on either a temporary or permanent basis. 

Accountability and Performance Measures:

Timely and accurate entry of orders

Accurate maintenance of customer data base

Timely and accurate customer billing

Timely and accurate customer complaint and credit resolution

New product and promotional sales growth

Practical Skills and Knowledge:        

                  High attention to detail and follow through; creative sense – finds unique solutions to challenges; strong verbal and written skills; strong math skills; self-motivated; high energy level; diplomatic; strong common sense judgement; great organizational skills. Strong computer skills, Microsoft PC Excel, Word. Ability to multitask.

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Experience: 2 years in a customer service or sales role.   

Education:

                  2 year associates degree.

Travel:

                  Limited to no travel.