Customer Service Rep- Market Support Specialist- Energy

Job Summary
Under the direct supervision of a Customer Experience Manager an AFL Customer Service Representative III assists in performing quoting, facilitating and sales support to the Market Customer Account Representatives.

Responsibilities

• Manage purchase order revisions, including updates to pricing, quantities, and shipping details.
• Process returns (RMAs), credits, and rebills to ensure accurate financial adjustments.
• Generate and issue manual invoices as needed, including those for specialty transactions.
• Retrieve and distribute essential documents such as packing slips and invoices.
• Maintain accurate pricing records in Salesforce, including blanket pricing updates.
• Monitor and manage un-booked orders, ensuring timely processing and resolution.
• Oversee customer inquiries and requests from designated inboxes and external portals.
• Process specialized billing transactions.
• Support the quoting process by reviewing RFQs, identifying products, and coordinating pricing and lead times with internal business units.
• Prepare comprehensive and accurate quotations in collaboration with key stakeholders.
• Maintain visibility on quotes and ensure timely follow-up while adhering to turnaround times.
• Communicate delays or status updates to internal teams to ensure alignment on outstanding tasks.
• Understands, adheres to and promotes the environmental, health & safety policies and complies with AFL business Policies and Procedure.

Personal Qualities

• Interpersonal skills – must have a good command of the English language, both written and verbal in order to communicate with both internal and external customers.
• Initiative - self-starter with the ability to execute a given set of projects from start to finish in an efficient and timely manner.
• Multi tasker – ability to juggle multiple tasks without losing sight of the details.
• Team player – ability to take direction, comfortable in a cross-functional, multi-cultural environment.
• Detail oriented – to ensure accuracy of order processing and quotations.

Qualifications

• 1-3 years of customer service/account management experience preferred, will consider otherwise qualified candidates that have demonstrated initiative and desire to grow.
• Intermediate user of MS Office required.
• Experience with Oracle and/or customer relationship management software, preferred.

Education

• High School Diploma or equivalent required

Working Conditions

• Normal office environment.

Disclaimer

This job description does not constitute a contract between the employee and the employer. Job duties may change at the discretion of the employer, and the employee may be asked to perform duties not listed above.