Customer Service Order Processing Specialist

Benefits & Perks: Excellent, Competitive Benefits Package, Comprehensive Health, Dental, Vision and Life Insurance, Short Term Disability Insurance, Long Term Disability Insurance, Workers Compensation, Retirement Plan, Paid Time Off, Sick Leave Introduction For 30 years, FLXON Incorporated has been a leading provider of best-in-class process improvement consumable products and services to the Flexographic and Rotogravure printing markets in Canada, the US, Mexico, and Central America. Our customers produce packaging and labels for food, beverage, medical, pharmaceutical, and other essential market segments. We are looking for an individual to join our team who is experienced in customer service and order processing. Scope The Customer Service Representative will act as a liaison to the customer, area sales managers, warehouse operations and management team by providing product/service information, answering questions and resolving any emerging problems that come up with accuracy and efficiency. The ability to investigate details and problem solve are critical in this role as well as appropriate issue escalation. The goal is to ensure excellent service standards, respond efficiently to customer inquiries and orders and maintain high customer satisfaction. The primary function is to process quotes, new orders, change orders, track inventory to fulfill orders and ensure they are shipped to the customer on time and accurately. Attention to detail, time management, organization and effective communication are key skills for this position as well as a detailed record keeping in multiple areas surrounding order processing and customer engagement. Responsibilities ? Answering phone calls and emails promptly ? Understand the products we sell well enough to explain the benefits and differences to a customer. ? Make outgoing sales and follow up calls regarding orders and issues ? Build sustainable relationships and trust with customer accounts through open and interactive communication ? Research and understand inventory ? Prepare price quotations ? Process sales and sample orders ? Send Order Confirmations ? Prepare packing lists ? Provide accurate information to warehouse operations ? Prepare customs invoices ? Tracking status of orders in process ? Understand international shipping procedures, required documentation and oversee orders shipping internationally to avoid any delays. ? Provide accurate, valid and complete information by using the right methods/tools ? Become proactive by finding ways to improve systems / processes and offer suggestions for improvement through appropriate channels ? Follow a customer order through from inbound order to invoicing and delivery. ? Complete orders by creating and sending invoices. ? Handle customer complaints and provide appropriate solutions or alternatives within the time limits; follow up to ensure the complaint or question is resolved and escalate issues to management as needed. ? Keep records of customer interactions, update CRM system and file documents electronically. ? Develop and maintain in-depth product knowledge. ? Proactively call / email customers to confirm purchasing trends and forecasted needs. ? Establish a rapport with main point of contact (purchasing) to find ways to offer our products / services and make their ordering process easier with less paperwork. ? Focus on continuous improvement. ? Work closely with the Sales Coordinator as well as the Operations Assistant as it pertains to order processing, operations fulfillment, and customer service. Requirements: Bi-lingual proficiency in English and Spanish is preferred A college degree and/or minimum of 5 years in business operations. Experience with ERP software. Possess excellent communication skills both oral and written. Must have strong inner drive and self-discipline. High level proficiency in Microsoft Excel, Word, PowerPoint, and Outlook Proven customer support / sales experience Track record of over-achieving quota and being proactive Strong phone contact handling skills and active listening Proficient in Microsoft Outlook, Excel, QuickBooks or another ERP system (Odoo). Familiarity with CRM systems and practices Customer orientation and ability to adapt/respond to different types of characters Excellent communication and presentation skills Ability to multi-task, prioritize, and manage time effectively High attention to detail, and ability to understand technical specifications. Consistency and dependability are crucial to this role High school degree Background Check and Drug Screening Valid Driver's License