The Customer Service Leader is responsible for managing customer accounts, beginning with estimates, and continuing through orders from entry to receipt and providing exemplary customer service to all internal and external customers.

Essential Job Functions

• Prepare material proposals and material take-offs for Kawneer products from customer supplied lists, customer elevations and architectural plans/specifications.
• Work safely in a manner that protects and promotes the health and well-being of the individual, the environment, and the organization.
• Interact and work with customers and sales representatives on quote follow-up, order changes, product related issues and customer claims.
• Provide required levels of service to customers where Kawneer is the preferred supplier.
• Coordinate and collaborate with employees and other internal resources on complex projects.
• Develop knowledge of and regularly use Kawneer product portfolio and price book.
• Be a point-of-contact on phone inquiries with expectation of 100% "live call" response and customer assistance without frequently forwarding calls to other front-end employees.
• Receive, process and monitor customer sales orders.
• Provide product and support information to customers for all product offerings to include handling of both domestic and export accounts.
• Monitor sales order status, review inventory offerings and levels.
• Interface with other staff and operations departments to ensure accurate and timely processing of sales orders.
• Ensure the applicable policies and procedures for processing sales orders are adhered.
• Serve as liaison for field sales and advocate for customers.

Other Responsibilities

• Receive and systematically enter customer purchase orders into JD Edwards to ensure timely and accurate entry of sales orders appropriate products coding, terms, and conditions of sale.
• Monitor sales order status and provide information to customers, field sales, and management
• Interface with Scheduling, Materials Management, Shipping, and other departments in gathering information to support order processing effective sales
• Review order entry and processing to ensure compliance with company policy and legal requirements and eliminate order entry errors, maintain compliance with all external legal requirements, company policies and procedures and low occurrence of errors, higher customer order delivery performance
• Maintain a safe working environment and support safety initiatives
• Help identify problems that arise with orders or in order process and participate in problem solving as needed

Essential Knowledge & Skills/Education

• This position requires strong communication skills and attention to detail.
• Must possess a positive attitude and enjoy interacting with people.
• Must possess organization and time management skills.
• Ability to work with customers and sales organization to formulate successful order pursuit strategies.
• Ability to work with customers and sales to formulate successful order pursuit strategies.
• Ability to work in a team environment.
• Excellent computer skills: Microsoft Office Suite including Outlook and Excel. KaluCAD & JD Edwards a plus.
• Demonstrated ability to follow written and verbal instructions. Ability to function in an environment with tight deadlines.

Challenges include balancing pressing priorities, defusing emotions of upset customers. Meeting customer expectations with resources that are sometimes constrained (inventory availability, production availability). Translating customer requests into actionable sales orders, communication of expectations to operational departments.

Basic Qualifications

• HS Diploma
• Minimum of 2 years’ experience in Customer Service role or environment
• Proficient in the English Language
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
  

Preferred Qualifications

• Bachelor's Degree in Business, Construction Management, Marketing, Communications or Similar field
• 5+ years of experience in Customer Service role/environment
• Experience using MS Office applications
• Experience using Lotus Notes
• Experience using JD Edwards