Job Details
POSITION PURPOSE:
The Customer Service/ Order Processing Coordinator is responsible for serving as a point of contact for the customer service needs and sales order needs of the custom coil department of BAC. The coordinator aids representatives in processing new unit and part orders and changes to part orders. The value stream starts at order entry and ends when the equipment/components are delivered to the customer. Ensure that timely and accurate information is communicated with the customer. They will learn the sales operations process and they will participate in weekly forecast meetings. They will manage the e-mail in boxes, sales order inputs, and various correspondence & administrative tasks. The coordinator will participate in improvement projects to improve service level and process efficiencies.
PRINCIPAL ACCOUNTABILITIES:
- Provides a single point of contact for representatives / customers.
- Develop highly effective relationships across all departments of facility and BAC.
- Manage competing priorities in a fast paced, rapidly changing environment.
- Provide timely status updates, root-cause analysis, and strategies to address client issues.
- Serves as the representative's liaison to navigate BAC processes.
- Implements process improvements to improve customer communications and process efficiency.
- Works directly with Sales Managers and manufacturing facilities to meet the sales plan.
- Updates and tracks sales metrics as required.
- Responds to Representative inquiries through verbal and written communications.
- Negotiates with representatives and customers for alternate solutions on jobsite delays.
- Coordinates lead-times and quick ship projects
- Provides software support and completes all administrative tasks as required.
- Enter new equipment/part orders.
- Processes change orders for parts.
- Provides tracking and shipping details on shipped orders.
- Interfaces with applications and engineering to clarify special unit configurations.
- Creates scheduling panels for part orders and communicates information transferred through scheduling worklist.
- Prepares technical pre-submittal packages to support customer orders.
- Interfaces with engineering on special drawing requirements
- Prepares Performance Curves and Sound Data specification sheets to accompany Customer Submittal
- Runs back log reports for unscheduled unit orders and part orders and follow-ups with the plant schedulers and follows up on open, past due orders.
- Reviews and assigns orders on the submittal worklist to Advanced Order Processing Technicians
- Processes RMA credits by monitoring the disposition status.
KNOWLEDGE & SKILLS- Bachelor's Degree preferred (Business or Engineering preferred)
- Minimum 3-5 years' experience managing customer relationships/territory management (technical, construction industries preferred)
- Demonstrated Customer service oriented (internal and external customers)
- Demonstrated strength in problem solving and follow-up.
- Demonstrated ability to resolve complex problems in an efficient and timely manner.
- Requires excellent written and verbal communication, flexibility in managing a wide range of tasks, mindfulness, and strong negotiation skills.
- Requires a strong mechanical and technical aptitude to develop an in-depth knowledge of the product variations supplied by BAC.
- PC skills - Excel, Word, Access
- Knowledge of SAP preferred.
NATURE & SCOPE Reporting to the Director of Sales with support to other BAC customer service departments. This position will interact with internal and external customers, representatives, and the manufacturing plants.
WORKING CONDITIONS The working environment is typical of an office working environment including extended periods sitting with periodic standing and walking. Lifting is limited to less than twenty pounds. Limited travel 10%.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)