Customer Service Associate

Summary/Objective

The Customer Service Associate delivers exceptional customer service and support to ANCORP’s customers. Working under the guidance of the Senior Customer Service Associate, this role aims to provide timely and accurate assistance to customers, handle their inquiries and concerns effectively, and contribute to a positive customer experience. By maintaining strong communication, problem-solving skills, and a customer-focused approach, the Customer Service Associate helps foster customer loyalty and satisfaction. The environment of this position is technical, fast-paced, high demand, and can be stressful.

Essential Functions

• Retrieve orders from web, fax and email and process within same day.
• Accurately and timely enter orders in the ERP system.
• Provide customers with information on products, pricing, technical specifications, and shipping dates.
• Confirm orders to customers within the same day.
• Obtain customer payment information.
• Enter customer credit card information for processing.
• Provide customers with status updates on orders.
• Ability to interpret customer supplied information and identify component that will meet the customer’s needs and specifications.
• Prepare customer quotes for standard product.
• Follow-up with customers on quotes.
• Upselling and Cross Selling of products.
• Refer custom quotes to Applications Engineer.
• Set-up new customers in the ERP system.
• Process Return Material Authorizations (RMA) as needed.
• Attend daily status meeting as requested.
• Attend daily bookings meeting as requested.
• Run daily sales and bookings report and send to management.
• Address customer concerns or complaints
• Follow-up with customers regarding their concerns or complaints.
• Contact customer for issues pertaining to shipping or payment.
• Answer phone within 3 rings.
• Informs management of critical customer concerns, issues or problems.
• Demonstrates accuracy, thoroughness and quality consistently in communication with customers, employees and management.
• Acts in a team fashion and exhibits objectivity and openness to others’ views and gives feedback when requested.
• Develops detailed knowledge of the company’s comprehensive product lines and the manufacturing and shipping processes of the organization.
• Other duties as assigned.

Work Environment

Work is generally performed in an office environment with controlled heating and air, with standard office equipment available. Environment can be fast-paced and stressful at times.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Refer to detailed Physical Requirements document.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer Veterans/Disabled

All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, sex, gender identity, age, marital status, genetic information, sexual orientation, national origin, disability (including pregnancy), veteran status, or any other characteristic protected by state, federal, or local law.

PHYSICAL DEMANDS

Never/Rarely <1%

Occasional 1-33%

Frequent 34-66%

Continuous 67-100%

Lift/Carry

1 to 10 lbs.

X

11 to 20 lbs.

X