|Date Posted||April 29, 2021|
Call Centre / CustomerService
**Description:**This position is training in the office for the first month. After that, the employee will work from home until COVID slows down. Once COVID slows down, this position will be 100% in the office.Order HandlingReview, and enter any customer orders accurately into SAP, within deadlines, and with an awareness of special customer requirements and expedited purchase requests.Utilize tools including various reports to maximum order flow and management.Take ownership and monitor orders through the system from order to release to shipment to any follow-up actions or post order activities such as providing order acknowledgements, tracking orders, expediting purchasing and operations, resolving invoicing issues, and supporting collections.Navigate multiple systems during the order management processCreate and process change orders, invoice corrections, Return Material Authorizations (RMAs), Credit Material Authorizations (CMAs) as well as supporting the Collections department in collection efforts.Service/Experience ManagementProvide customer accounts and internal/external contacts with the best possible customer experience and customer service, often functioning as the customers' central point of contact and liaison to Schenck ProcessFacilitate conversations between Sales/Aftermarket Sales, Purchasing, Production Engineering, customers, and other affected individuals to review, coordinate, and/or resolve change requests, time frame issues, logistics issues, product availability and emergency orders, in a timely manner.Coordinate the return of unwanted or damaged customer products including obtaining proper authorization for said returnsServiceProvide the customer with proactive communication regarding order status, logistics issues, and action plans to meet expectations for order delivery. Ensure the sales team and other stakeholders are aligned and informedResearch and identify root cause analysis around account specific issuesIdentify, and even anticipate, problems and achieve resolution independently by determining the best method to resolve problems to ensure customer satisfaction and adherence to the organization's policies; collaborate with peers to determine best solutions to support overall customer service needsAnalyze customer data as requested, while looking for trends and opportunities to suggestive sell or up-sell aftermarket parts. Present findings and recommendations to manager, sales, and/or other stakeholdersSeek to develop tools and improve processes to assist and aid in effective customer account supportRepresent the Customer Account Manager in meetings or calls as neededCollaborationWork closely with plants on production schedule to meet customer demandsBuild positive and effective relationships with internal/external contacts learn about their processes, requirements, etc., in order to provide exceptional account supportCoordinate with credit and master data departments on customer setup and maintenanceUpdate and maintain customer documents or files using internal recordkeeping systemsCross-train and provide back-up assistance to others in the departmentProvide assistance and guidance to team membersWork on special projects or department initiatives**Skills:**account management, crm software, microsoft office, microsoft outlook, sap**Top Skills Details:**College coursework preferredExperience in a customer account management role, sales, or marketing experience in a technical settingKnowledge of supply chain/purchasing of industrial applicationsWorking knowledge of Enterprise Resource Planning (ERP) software SAP preferred or like softwareCustomer Management (CRM) systems i.e Oracle, Sales Force, Microsoft DynamicsIntermediate MS Office and Outlook experience**Additional Skills & Qualifications:**Strong knowledge of the organization's policies, procedures, practices, products and services? Knowledge of and skill with Microsoft Office Suite, company computer systems, and office equipment, specifically Excel, Word, SAP, fax, scanner, and printers**Experience Level:**Entry Level**About Aerotek:**We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.