SYNOPSIS: This position will lead the administration of specific aspects of order processing and maintenance for new direct
customers as well as specific customer accounts. This position will act as a liaison among external customers and various Phoenix
Contact teams in order to successfully fulfill customer expectations and achieve customer satisfaction. COMPETENCY PROFILE: •
Global Competencies: Collaborate; Deliver Results; Develop Yourself; Drive Customer Value; Improve and Innovate; Take Ownership •
General Competencies: Communication; Diagnostic Information Gathering; Customer Orientation; Adaptability; Analytical & Strategic
Thinking; Results Orientation; Building Collaborative Relationships; Fostering Teamwork • Technical Competencies:
Cross-Departmental Knowledge; Customer and Industry Insight; ERP and CRM Systems Proficiency; Customer Forecasts and Portals
Utilization RESPONSIBILITES: • Provide answers to questions through inbound calls, e-mails, and chats from customers and sales
team • Document customer inquiries in CRM system to provide customer and sales team detailed summary of required actions needed to
meet customer needs • Collaborate and communicate with other Phoenix Contact stakeholders to provide unified service experience •
Meet job specific service and training goals, while following work processes as defined by management • Make-time for and utilize
training resources to continually improve job skills and knowledge. • Continue to build a working knowledge of any customer
demographics and industry standards and how they apply to specific inquiries • Understand why the customer is asking their
questions and learn how to proactively address their next set of needs before they ask • Build a working knowledge of applicable
policies and procedures, and their intent • Learn key stakeholders in other departments • Participate in Onboarding plan with key
stakeholders • Facilitate Onboarding discussions and meetings with customers • Effectively communicate with customers to
understand their needs and provide appropriate solutions • Demonstrate caring, individualized attention to Customers and their
needs • Perform services both dependably and accurately • Demonstrate a willingness to help Customers and provide prompt service •
Ensure special Customer-specific requirements for order processing, maintenance, and shipping are coordinated and performed •
Complete Customer-initiated reporting requests • Process Customer purchase orders using both EDI, DCS and manual entry • Analyze
data to perform advanced order maintenance and notify Customers of order changes • Initiate and maintain stocking agreements •
Process requests for schedule changes, order changes, and cancellations • Process pricing and order expedite requests • Process
requests for order and inventory status • Maintain Customer item cross-reference tables in the ERP system • Participate in
business reviews and other Customer-initiated meetings when required • Escalates issues when necessary • Special projects as
assigned by the Customer Accounts Supervisor QUALIFICATIONS: • Willingness and ability to adapt to changing departmental needs
including but not limited to, schedule changes • Excellent organizational, time management, customer service and problem-solving
skills while working in an environment with frequent interruptions • Ability to analyze and anticipate situations, define problems
and objectives, recognize alternatives, formulate solutions and implementation strategies • Ability to exercise flexibility,
initiative, sound judgment and discretion. • Ability to meet deadlines and adjust to changing priorities to meet business goals •
Proficient computer skills (Word, Excel, PowerPoint) • Effective interpersonal skills with comfort in delivering group
presentations • Preferred 2 years of experience in a business-to-business sales environment • Associates degree in Business,
logistics, or related field and two years of experience in a customer facing role. 5 years of experience may be considered in lieu
of degree • Willingness and ability to adapt to changing departmental needs including but not limited to, schedule changes •
Excellent organizational, time management, customer service and problem-solving skills while working in an environment with
frequent interruptions • Excellent oral/written English communication skills • Must be able to work with others, build
relationships and involve others in decision making. • Motivated self-starter with the ability to work autonomously and as part of
a team • Exhibits a working knowledge of policies and procedures • Demonstrated ability to accept feedback and make appropriate
changes • Demonstrated a basic knowledge of customer demographics and industry standards • Displays proficiency in the following
global competencies: o Initiative – the understanding of what action needs to be taken and completing these tasks while seeking
the perspective of others. o Comprehensive Thinking (Personal Credibility) – taking personal responsibility for mistakes; does
what he/she commits to and is honest and forthright. • Willingness to Learn – handles change through taking advantage of lifelong
learning opportunities and is open minded and curious to face new challenges. • Demonstrates a willingness to collaborate with
others, build relationships, and involve others in decision making. • Demonstrates the ability to deliver results by solving or
supporting others in solving problems, prioritizing tasks, and/or resources, and focusing on outcomes. • Demonstrates
self-awareness and the willingness to learn and grow, accept changes, and effectively adapt to changing work demands. •
Demonstrates the ability to drive customer value through knowledge of the business, putting effort into identifying customer
needs, and delivering work to maximize the value for customers. • Demonstrates a willingness to promote the value of improvement
and innovation by staying ahead of trends, creating ideas and opportunities, and generating speed. • Demonstrates a willingness to
take ownership by making decisions, taking responsibility, and driving things forward. ESSENTIAL JOB REQUIREMENTS: • INCLUDE
ESSENTIAL JOB FUNCTIONS AS APPROPRIATE • Must be able to work occasional overtime • Must be able to sit for up to 4 hours at a
time and 8 hours in a day • Regular and on-time attendance