This position is for Plastpro, our sister company. Please visit www.plastproinc.com for more information.

I.          Position reporting directly to this position: None
 
II.        Position Objective:
Provide exceptional service to our customers through timely processing of orders, credits, and RMAs.  Communicate effectively and proactively with customers and internal department s.  Exhibits full ownerships for problem resolution and follow up.  Provide assistance to other departments as needed in the resolution of disputes and improvements.    
 
III.       Qualifications:
College degree or equivalent experience in sales, telemarketing or customer service is required.  Inside Sales or Customer Service experience preferred.   Possess strong organization and communication skills, both verbal and written.    Be proficient in Microsoft Program, such as Word and Excel.  Must be detail oriented and possess the ability to multi-task to function effectively in a fast paced environment.  Have the initiative to operate independently and ability to work with minimum supervision. 
 
IV.          Training:
Will have three (3) months on-the-job training with Customer Service Supervisor and Special Assistant to the President’s Office, written and verbal tests will be given after each training session.  Customer Service Coordinator must learn and understand our products, specifications, pricing, product testing information, marketing materials and Company procedures and policies.   
 
V.            Duties and Responsibilities:
 

1. Tasks and Duties
   1. Process orders in a timely fashion and communicate effectively with customers. 
   2. Accurately apply detail specs and pricing, along with related fees and surcharges.
   3. Follow up with customers, plant personnel, vendors, and outside sales representatives pertaining sales orders.
   4. Monitor and follow up with shipping in order to proactively communicate accurate ETA information to customers.
   5. Promptly respond to calls, emails, and faxes from customers, plant, and sales team.
   6. Credits & RMAs: Process Return Goods (RMA/RG) and Credit Advices (CA) in a timely fashion.  Ensure adequate back up information are provided on RMA & CA, before submitting to the appropriate departments for approval. 
   7. Quotations:  Confirm the product specs request by customer, issue quotation for lead-time, price, extra surcharges, and freight to customers.  Obtain proper pricing approval as needed.
   8. Responsible for sending samples, literatures, testing data, and necessary documentations to the customers and outside sales representatives.  Need to organize and filing sales order packets daily.
   9. Mail out invoices daily and distribute invoice copies to the appropriate CSC. 
   10. Initiate and follow through the resolution of any dispute that involves an order.
   11. Administer special projects and assignments as given by the Customer Service Supervisor.
   12. Maintaining distributor files and update with each quotation issued or order processed stating all relevant information relating to the quotation or order.
   13. Develop and maintain knowledge of all Plastpro products by attending regular sales training seminars and self-study. 
   14. Devote the entire productive time, ability and attention to the business of the Company, and shall perform all duties in a professional, ethical and businesslike manner.
   15. The Customer Service Coordinator shall not disclose to anyone – inside or outside of the Company – any Confidential Information.  “Confidential Information” shall include any of the Company’s proprietary or trade secret information that is disclosed to the Sales Coordinator, or that the Sales Coordinator otherwise learns of in the course of employment, such as, but not limited to, business plans, customer lists, customer information, internal pricing information, financial statements, software diagrams or documentation, flow charts or other product plans.
   16. Any other tasks as required by the department.

 

2. Machinery and Electrical Devices Used

PC computer terminal, 10-key calculator, fax machine, copier, and telephone.
 

3. Physical and Visual Activity Required

Extensive talking and listening from constant phone usage, writing, filing, and typing.  Walking to other departments and file locations.  Pushing and pulling of file drawers.  Packaging samples, customer binders, and brochures in carton boxes.  Ability to read faxes, computer print outs, order acknowledgements, and invoices. 
 

4. Work Environment Conditions

Duties will be confined within the office building – enclosed areas with controlled temperatures and protected from weather conditions.
 
VI.          Authority / Decision Making
Work under Plastpro policies and procedures on a daily basis.  Makes decisions on job-related matters under close supervision of the Customer Service Supervisor and within the authority established by the President’s Office.