JOB NUMBER:

WD30242310
Job Description

Acknowledge new orders and process them in a timely manner. Orders will include, but not limited to, spares, BTO’s, CCU’s and Licenses.
Issue quotes for spares as requested, including pricing and availability
Acknowledge and respond to enquiries in a timely manner
Maintain and commit to accurate Customer Requested Dates in the ERP system
Any delays or extended lead times must be communicated to clients immediately
Assist the business in achieving its sales goals (both revenue numbers and deadlines)
Coordination of activities with many departments, including logistics, demand planning, technical support, product management and sales
Execute timely shipping arrangements with customers
Active use of Salesforce for communications, orders, and customer complaints
Investigating and resolving client issues
Committed to effective backorder management, following up orders that are overdue
Resolve any backorder-related issues with internal and external stakeholders. Proactive in notifying the CS Manager of any difficulties in a timely way.
Actively engage with overseas internal factories to ensure seamless execution
Appropriate Salesforce escalation of complaint cases to L&D department, sales reps and management
Monitor the status of complaints and ensure that they are resolved and closed in a timely manner
Ensure clear roles and responsibilities between the functions and free up sales reps for more face time with customers
Increase solution-focused customer service
Cross training team members
Backup other TCSR when they are not available