Client Service / Order Entry

Essential duties and responsibilities

• Backup order entry and customer service coverage
• Answer and send customer emails
• Answer phones
• Affiliate walk-in customers
• Support escalated customer issues
• Backup: school purchase orders (paperwork and follow-up on payments)
• Answer incoming phone calls and route to the appropriate person.
• Check phone messages each morning and respond or route.
• Respond to all customer, vendor, and stakeholder emails and route as needed.
• Process daily customer purchases in the computer system, including credit cards and other payments.
• Maintain accuracy, quality, and integrity of data entered.
• Take customer orders by phone and attempt to upsell products and services.
• Process RockSim license files.
• Greet visitors and support walk-in sales.
• Maintain store displays so they are attractive, clean, and well-stocked.
• Follow up with customers receiving products by mail.
• Cook with dealers and distributors to support replenishment.
• Track where customers learned about Apogee.
• Collect, tabulate, and report customer survey results.
• Distribute incoming mail and packages.
• Interface with credit card processors to resolve disputes.
• Generate weekly and monthly sales and tracking reports.
• Continuously build product knowledge to make good recommendations.
• Back up sensitive customer information.
• Secure the work area and facility at day's end if last to leave.
• Compliment customers at least once per interaction.
• Maintain a clean and safe work environment.
• Wear appropriate attire for customer-facing work.
• Update and maintain the operations manual and participate in reviews at least twice per year.

Competencies and skills required

• Systems oriented
• Problem solving
• Technical skills (intermediate computer skills)
• Customer service focus
• Interpersonal skills
• Oral communication
• Teamwork
• Quality focus and attention to detail
• Time management
• Dependability
• Innovation
• Judgment
• Motivation and independence
• Planning and organizing
• Quantity and efficiency focus