• Maintain a Standard Operating Procedures for continuity of training and transfer of knowledge.
• Maintain accurate customer records in all software systems, CRM, accounting and other programs as trained.
• Learn customer levels, product line, product return practices, and shipping information in order to provide superior customer service.
• Answer and redirect inbound calls on all lines. Check voice messages.
• Order Processing.
• Respond to inbound customer inquiries for information such as ship dates, or other existing order questions. 
• Track packages for customer call-ins.  Possibly print and transmit delivery confirmations.  Quote shipping and freight charges for customers and sales reps.
• Make outbound calls to customers to resolve order issues to customer satisfaction and obtain authorizations to proceed with orders.
• Enter, proof, and process orders for customer acknowledgment.
• Maintain superior level of accuracy while doing any work, particularly involving order management.
• Communicate with sales staff to verify all information is correct and clear up any missing information or inconsistencies on orders.
• Maintain file systems and daily filing tasks for all orders.
• Maintain office equipment. Example: fill paper in printers/copiers light maintenance change toner cartridges, transfer kits and light maintenance per manufacturer’s instructions.
• Perform other related duties in support of the office as assigned by management

Knowledge, Skills and Abilities:

• Superior spelling and grammar proficiency
• Organized, detailed-oriented, flexible and skilled at time management
• Minimum two years customer service and data entry experience
• Telephone etiquette certification and/or minimum one-year experience
• Ability to comprehend and follow written Standard Operating Procedures
• Strong work ethic
• Excellent attendance record
• Basic computing and keyboarding skills

Education and Experience:

• High School Diploma, GED or equivalent; some college preferred