Customer Service Custom Coordinator

Customer Service Custom Coordinator

Primary responsibility is to provide excellent customer service and build customer relations through courteous and prompt resolution to customers\' questions and problems. Additional responsibilities include point of contact for custom order process, facilitating the order flow of products/paperwork to and from various departments to ensure successful delivery of non-standard products. Delivers customer service assistance with call desk communication and email correspondence as needed to assure customer satisfaction for expedited orders. In addition, will work on a cross-functional team and be expected to perform other administrative tasks related to custom case value stream on an as-needed basis to maintain order flow.

Qualification: A.A. Degree in Business or related field and/or a minimum of two years\' experience in an office/sales environment. Must have excellent written, verbal and presentation skills. Must be detail-oriented and have excellent customer service, organizational and follow-up skills. Must be proficient with Word, Excel and other appropriate software. Ability to speak & write in a second and/or third language helpful but not required. Must be able to interact effectively and cooperatively with employees at all levels. Must have the ability to complete assignments within the time frame specified by Manager. Must be able to operate in a fast-paced organization and handle multiple projects simultaneously. Must be available to work overtime on evenings and weekends, with or without advance notice.

Duties & Responsibilities: Enters all orders, RMA, debit and credit memos in a timely and accurate manner. Coordinates and organizes custom order process from receipt through shipment and tracking, including willingness to take responsibility for order accuracy, and timely fulfillment of custom order delivery to customer. Maintains Project Status and Updates for customer communication. As needed, orders component parts, creates stock transfer orders, creates new part numbers, BOM\'s and routings, and production orders for custom product. Must have versatility to perform most tasks from other administrative functions from custom products value stream, i.e. Drafting, scheduling, creation of bills-of-material, document control. Serves as the inside key contact for contracts and custom orders for Concierge customers, refers contracts to the appropriate parties for review, proactively provides update/status of contracts to the Concierge customer. Processes quotations for custom product, including freight quotations using proper methods and practices. Follows Pelican\'s order management workflow methods. Assists the customer with advice and product knowledge. Also provides Technical Support to other arenas of the Enterprise. Assist the customer with product selection, based on a strong understanding of all Pelican products. Provide information regarding product tests, engineering drawings and samples upon request. Actively supports Pelican\'s Quality Objectives and contributes to the Quality Management System as assigned. Actively supports and adheres to Pelican\'s Safety Guidelines and actively participates and contributes to the Safety Management System as assigned.