"Alerted.org

General Summary:

Provides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow-up; and resolving basic customer issues using foundational knowledge of Exotic product lines and business systems.

Essential Job Functions:

Order Management & Processing

+ Processes customer orders accurately from receipt through completion, including order entry, verification, and confirmation

+ Manages EDI (Electronic Data Interchange) transactions, including order receipt, processing, and error resolution

+ Handles order follow-up activities, including status updates, expedite requests, and delivery coordination

+ Processes RMAs (Return Merchandise Authorizations) in accordance with company policies and customer agreements

Customer Communication & Support

+ Responds to customer inquiries regarding product availability, order status, pricing, and general account questions

+ Prepares and processes customer quotations with accurate pricing and product specifications

+ Documents and processes customer complaints following established procedures to ensure timely resolution

+ Maintains professional communication with customers through phone, email, and other channels

Financial & Pricing Knowledge

+ Applies understanding of cost structures, discount schedules, and gross profit calculations to support pricing decisions

+ Utilizes customer-specific pricing matrices to ensure accurate quotations and order processing

+ Reviews orders for pricing accuracy and margin requirements before submission

Product & Supplier Knowledge

+ Demonstrates foundational knowledge of Exotic product lines to answer basic customer questions and identify appropriate solutions

+ Maintains working knowledge of core supplier base and their product offerings

+ Accesses and navigates supplier portals to verify product availability, specifications, and lead times

System & Process Compliance

+ Follows all departmental and corporate policies and procedures to ensure consistent service levels

+ Meets established productivity metrics for order processing, quote turnaround, and customer response times

+ Maintains accurate records and documentation in company systems for all customer interactions and transactions

Supplemental Job Functions:

+ Performs other duties as assigned or requested.

Knowledge, Skills and Abilities Required:

+ High School Diploma (required), Associate’s degree preferred.

+ Previous work experience (prefer customer-service related experience).

+ Previous experience working on a computer.

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