CSR - Order Fulfillment Specialist

The Gund Company has an immediate opening for a full-time CSR - Order Fulfillment Specialist to join our team!

About The Gund Company

The Gund Company, a leader in engineered material solutions, specializes in customized electrical insulation products. With 16 global facilities, we pride ourselves on delivering high-quality products and excellent customer service. We are currently seeking a CSR - Order Fulfillment Specialist to join our team.

Job Summary

Manage the Order Fulfillment Process to ensure the complete satisfaction of the customer’s requirements.

Experienced customer service role that handles the order fulfilment process from quoting through delivery. Support the customer with technical and complex service questions. Typical customer questions are focused on account status, quote requests, order status, technical product application, service information, pricing, and lead time. Works closely with Engineering, Quality, and Management team resources to resolve any service, warranty or technical problems. May provide work direction to others.

Work assignments require deep discipline-specific knowledge and/or experience. Work activities involve regular communication with individuals both internal and external to the company. With limited oversight, this individual will document and administer processes and lead interdisciplinary teams in process improvement initiatives.

Summary of Essential Job Functions:

• Manage/oversee multiple customer accounts to ensure expectations are exceeded while delivering a quality experience to the customer.
• Build relationships with TGC’s customer base to fully understand the customer’s requirements, communicate them to our production team, and determine our opportunities to earn additional business.
• Follow up on job cost performance by participating in the Gross Profit Review process.
• Demonstrate technical materials and application knowledge to offer solution options to customers including cost reduction options, value added service options, lead-time improvements, and related ideas to improve customer service.
• Use the company’s Customer Relationship Management (CRM) software to document customer interactions, requirements, and communications.
• Navigate through ERP-CRM software and database systems to enter quotes and customer orders as well as maintain and update software with customer notations.
• Provide quotes and order acknowledgements within 24 hours of request and PO. Follow up on quote status and drive home the order.
• Leverage the estimating function to focus on best practice production methods to minimize cost and provide competitive pricing to customer. Coordination with the sales team may be necessary in determining the optimal margin based on market conditions.
• Manage customer inventory requirement through use of Purchase Requisition Process
• Assist with RMA’s and NCM’s regarding customer complaints.