Primary support for customers located in North America; receives telephone calls, e-mails, and faxes from customers. Responsibilities include (but are not limited to): receiving, processing, and confirming product orders, providing shipping information, resolving billing questions and troubleshooting problems. Assist Regional sales Managers, and internal departments to ensure customer expectations are exceeded.
Position Responsibilities:

· Provide product support to customers; escalate to technical support as needed for customer issue resolution.

· Process sales orders in ERP System from inbound customers ensuring proper lead times, customer information, and special instructions. Provide information on product availability and pricing, shipment tracking, updated order status and delivery information.

· Set up new customer accounts and maintain on a regular basis with accurate information.

· Report, research and start a Customer Service Action (CSA) for problems and complaints received from customers.

· Authorized to issue Return Material Authorizations to customers within the guidelines of the RMA policy. Follow-up on outstanding RMA’s.

· Provide freight quotes based on customer request.

· Authorized to issue purchase orders to subcontractors for custom made/dropship orders.

· Authorized to submit credit memos for approval.

· Authorized to generate new part numbers for “BUY” items only.

· Other duties as assigned by Manager.

Qualifications and Education Requirements:

· Must be willing to submit to a drug screen and background check.

· Must have 3-5 years’ experience of relevant customer service.

· Must have B.S., B.A., or A.A. in business or a related field.

· Must have demonstrated ability to multi-task.

· Strong communication skills and organizational skills are necessary.

· Experience with MS Excel, MS Outlook, and MS Word is a must.

· Knowledge of foreign exchange rate and metric units preferred.

· Attention to detail.

· Problem solving skills.

· Effective planning and prioritization skills.

· Ability to work independently and under pressure.

ISO

· Every employee is expected to support the NTIC Quality Management System (QMS) in accordance with our Quality System Manual and Quality Control Procedures. This position is responsible to set, follow and maintain the QMS and related Quality Control Procedures. This position also has change authority in the QMS System.

Job Type: Full-time

Pay: $19.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 3 years (Preferred)
• Order Entry: 3 years (Preferred)

Work Location: Hybrid remote in Circle Pines, MN 55014

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