Kevin Wade

Generate and release warehouse shipment documents

• Provide tracking information and field client inquiries on order status

• Field in-bound item availability, pricing or cost inquiries from internal and external customers

• Process returns and replacements

• Record all customer complaints or issues in CRM

• Run Reports as required daily, weekly or monthly

• Process sample orders and quote requests

• Update customer information, special notes and contract pricing

• Manage email inbox and delegate inbound requests for handling by self and teammates

• Act as first point of contact for customer escalations and complaints regarding pricing, and provide discounts as allowed by threshold

• Act as lead on special projects delegated out by Customer Service Manager

• Assist with system improvement and implementation projects including but not limited to development, testing, and training

• Make suggestions for process improvements to manager, and if approved, assist in implementation and training

• Assist in the generation and maintenance of SOPs, writing instructions and training materials

Competencies

• Ability to provide Outstanding Customer Service, and multi-task

• Proven experience of handling high volume of inbound customer requests

• High attention to detail, and strong problem solving abilities

• Knowledge of Microsoft Dynamics 365

• Knowledge of Sage 500 and SM+ a plus

• Expertise in Microsoft Suites

• Ability to communicate effectively via email and telephone

• Customer order process via EDI & Manual Order Entry: Ability to handle high volume of requests with ease and the ability to address customer questions efficiently and accurately.
• Ensure purchase orders: Conform LG corporate policy as well as pricing.
• Issue & analyze daily open order: Report to provide visibility to sales, customers and SCM team with estimated order fill dates
• Work with SCM/PSI team: Made sure all inventory are fulfill to orders, and LTI’s (long term inventory) provide quick response to customer/consumer needs in order to maximize customer satisfaction.
• Process direct order simulations: Provide open communication and tracking for direct orders in a timely manner to the Sales business.
• To resolve customer needs quickly while analyzing the root causes and implementing process improvements
• Ensure all orders are released with proper lead times to make customer delivery while maintaining pricing accuracy

• Order Processing: Process new orders that includes government, new product launches, house accounts, returns ensuring accuracy utilizing quality assurance management techniques.
• Evaluate data captured by ACM and CRM technology to identify trends and enhance methods of customer support.
• Communicate with customers through various media sources, answer customer inquiries through CRM software, and resolve nonconformance issues in a timely manner.
• Travel to other locations to train company teams thoroughly.
• Troubleshoot Oracle related issues and escalated problems if required.