Brief SummaryLead a team of order management staff who performs routine customer order processing functions; receive and respond to customer inquiries, complaints, and/or orders; processing of customer returns and backorder requests; provides sales support for both Catalog Sales and custom products.Essential FunctionsReview customer concerns, consider options, and develop best solutions for customerReceive inbound customer correspondence which may result in:1. Entering an order2. Entering a catalog request3. Prepare quotation requests4. Researching the status of an existing order5. Providing item information such as price, availability, or shipping status.6. Resolving other customer service issues as neededMaintain files and process customer returns and backorder information requestsResolving returned mail/packagesEnsuring the database of customers is current, accurate, and completeFiling claims/tracers for lost/damaged shipmentsComply with Central, state, and company policies, procedures, and regulationsQualificationsTo perform this position successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.Required Skills & AbilitiesLeadership skills to takeup new automation projects in company and execute them efficiently High level of PC Skills in MS Word/Excel/E-MailHigh level of knowledge in accounting software SAP. Good at working with Intercompany staff globally.Basic customer service skills and phone etiquetteExcellent written and verbal communication skillsHighly organized, Accurate typing skills and attention to detailWorking knowledge of current policies and procedures for data entryWorks productively with others in a team environmentEncourages open communication by listening attentively and actively. Seeks to fully understand information from many points of viewsGreets callers, establishes rapport, projects a professional tone, handles complaints, & records statistics on each callFlexible to work in shifts if required.Education/ExperienceBachelors degree or equivalent with a minimum of 5 years related prior work experience.Benefits:Edmund Optics provides extensive training programs and internal development opportunities as well as a range of employee benefits including employee provident fund, personal medical insurance, and flex benefits. The overall employment package is highly competitive with the aim of attracting the best talent available.Edmund Optics shall, at its discretion, modify or adjust the position to meet the company's changing needs. This job description is not a contract and may be adjusted as deemed appropriate at the employer's sole discretion.