Job Description

Brief Summary Lead 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 Functions Review customer concerns, consider options, and develop best solutions for customer Receive inbound customer correspondence which may result in: 1. Entering an order 2. Entering a catalog request 3. Prepare quotation requests 4. Researching the status of an existing order 5. Providing item information such as price, availability, or shipping status. 6. Resolving other customer service issues as needed Maintain files and process customer returns and backorder information requests Resolving returned mail/packages Ensuring the database of customers is current, accurate, and complete Filing claims/tracers for lost/damaged shipments Comply with Central, state, and company policies, procedures, and regulations Qualifications To 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 & Abilities Leadership skills to takeup new automation projects in company and execute them efficiently High level of PC Skills in MS Word/Excel/E-Mail High level of knowledge in accounting software SAP. Good at working with Intercompany staff globally. Basic customer service skills and phone etiquette Excellent written and verbal communication skills Highly organized, Accurate typing skills and attention to detail Working knowledge of current policies and procedures for data entry Works productively with others in a team environment Encourages open communication by listening attentively and actively. Seeks to fully understand information from many points of views Greets callers, establishes rapport, projects a professional tone, handles complaints, & records statistics on each call Flexible to work in shifts if required. Education/Experience Bachelors 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.