[Hiring] Customer Support Representative @Tait Communications

Role Description

The Order Fulfilment Representative (OFR) manages the day-to-day relationship with the customer/dealer, responding to their inquiries and providing prompt and accurate information regarding Tait products and services as well as processing standard sales and service orders, returns, credits, demonstration equipment, and all related invoicing. The OFR will manage the entire order cycle to enhance business development and ensure sustainability and customer satisfaction.

• Check orders for configurations, pricing/discounts, Incoterms, T&Cs, and delivery requirements.
• Process all customer orders in a timely manner in the ERP system using the appropriate order type.
• Ensure contract review (where required) is complete and that commercial team approval is sent.
• Check availability of Tait product and third-party supplier, raising purchase orders where appropriate.
• Plan and coordinate orders to ensure orders deliverables are met.
• Communicate any production delays and revise dates to customers and management.
• Provide information to management and other interested parties on order history and current orders.
• Confirm orders and delivery dates back to the customers.
• Coordinate ERP corrections with product/pricing teams.
• Maintain and update filing system for both outstanding and shipped orders.
• Resolve any shipment discrepancies, damages, or errors during the course of a delivery.
• Invoice customers in ERP and send invoices to appropriate party and copy finance team.
• Process credit and material returns with proper approvals in a timely manner.
• Provide regular progress reporting to both the sales team and management on status of orders.
• Provide support, follow up, and backup (where required) to the sales team.
• Provide backup (as required) for receipting repairs upon arrival for store.
• Validate repair induction requests and initiate documents/updates.
• Manage and track repairs (customer and internal) through the repair cycle.
• Provide updates to the master repair tracking list with current status and issues.
• Manage ERP system to extract customer delivery dates for warranty requirements.
• Apprise repair team of issues/special requirements status and warranty entitlements.
• Resolve information deficiencies and update system with data as appropriate.
• Create accurate and complete ERP quotations for billable repairs when required.
• Validate work completion for repair orders before closure and invoicing.
• Rectify problems such as damages, shortages, and non-conformance to specifications.
• Monitor repair cycle time to meet performance metrics.
• Generate reports from company system, review data, and assist with monthly reports.
• Compile and distribute weekly serial number report to primary customers and answer any questions.
• Compile and distribute weekly order tracking report to customers and answer any questions.
• Manage demo equipment to ensure that the correct product meets requirements of evaluation.
• Assist standardizing work processes within ERP for logistics.
• Prepare expenditure requests for Tait and third party to fulfill customer service orders.
• Provide purchase orders to vendors along with Tait T&Cs.
• Receipt in goods/services to allow payables to process payments.

Qualifications

• First point of contact for all customer inquiries regarding product availability, pricing, delivery, and repairs.
• Maintain a day-to-day contact with all relevant people in the appropriate sales regions.
• Investigate and solve customer and supplier problems.
• Update and maintain the CRM (if applicable) in an accurate manner as directed by your manager.
• Update and maintain the ERP in an accurate manner for the customer's orders.
• Preparation of quotations and coordination of tender documents to ensure deadlines are met.
• Follow up with customers for any outstanding repair quotations and advise repair team.
• Follow-up with customer's order quotations to secure orders or establish reason why lost.
• Regular calls with customers for support and to encourage new sales.
• Work with accounts team to monitor customer payments.
• Opening/maintaining/closing electronic job files and records.
• Take an active role in looking for improvement opportunities in procedures and customer service.

Requirements

• In consultation with your Manager, establish the most appropriate work and project-related goals for you personally.
• Ensure that these goals can be directly related to the team plan and our own development needs.
• Break these goals down into specific, measurable, and achievable objectives for yourself.
• Demonstrate habit of making plans, taking action, and learning from those plans and actions.
• Work with your Manager to annually produce your Personal Development Plan and review regularly.
• Accomplish assigned duties in accordance with ISO processes.
• Raise tickets in quality tool capturing customer issues and assist with corrective action as required.

Performance Measurements

• Acknowledge customer orders within two (2) hours.
• Process customer's standard sales orders on ERP within eight (8) business hours and provide order confirmation to customer with planned delivery dates within sixteen (16) business hours.
• Process customer's repair and return orders within four (4) business hours.
• Process orders with 99% accuracy for pricing and product.
• Sales orders delivered in full and on time (IFOT) with 99% accuracy.
• Repair orders delivered in full and on time (IFOT) with 98% accuracy.
• Invoice customers within eight (8) hours of availability to process.