Sales / Customer Support Specialist

*HYBRID POSITION MAIN PURPOSE OF JOBTo provide support with sales orders entry and billing, to ensure that all pertinent information is included and accurate for proper processing.To provide assistance with customer inquiries, to fulfill client needs in a timely manner, and provide high levels of customer service.KEY AREAS OF ACTIVITY AND RESPONSIBILITYResponsible for the full cycle of sales order processing including entering the sales order, sending acknowledgement, providing drops to the appropriate personnel, and making changes as neededReport customer complaints to the Quality & Sales depts and communicate complaint process to the customerIdentify and assess customer needs to ensure customer satisfaction including response to customer inquiriesWork with customer Commercial Manager to ensure proper customer service is being deliveredUpdate pricing in ERP system monthly and quarterly to reflect accurate information Provide accurate, valid, and complete information when determining customer solutionsComplete accurate records and reporting of customer interactions following all guidelines, procedures, and policiesAnswers phone calls and reads and responds to email inquiries, as necessary.Performs other duties or responsibilities, as assigned.CONTACTSInternalPandrol site personnelPandrol business unit personnelExternalPeersCustomersSKILLS NEEDEDFive (5) years of experience in customer service discipline.High school diploma or GED.Knowledge of Microsoft Office (Excel, Word and Outlook) and proficient in typing.Experience with ERP Systems .Excellent customer handling, active listening, communication, and presentation skills a must.Self-starter that is able to work in an independent manner.Comfortable in a fast-paced environment with frequent deadlines; detail oriented, self-motivated and proactive.Ability to work with employees at all levels of the organization.Customer orientated and ability to adapt/respond to different types of customer interactionsMEASUREMENTPrimary measures of successful performance will be: Provide high level of customer service.Product knowledge gain and retention.Job performance accuracy.CONTRACTUAL/ FINANCIAL AUTHORITYNonePHYSICAL REQUIREMENTS:7.1 Prolonged periods of sitting at a desk and working on a computer. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, age, sexual orientation, gender identity, or any other characteristic protected by applicable laws.