Customer Support

About the Role

AFC Industries provides supply chain management solutions for fasteners and assembly components to OEMs, assembly plants, and other manufacturers. We operate with a non-traditional, entrepreneurial structure backed by enterprise-grade support, committed to a simple management approach that influences our culture and style.

Responsibilities

• Address all inbound telephone calls and emails quickly, professionally, and efficiently.
• Address all customer callback requests in a professional and timely manner.
• Provide complete customer support services, including shipments, credits, pricing, non-stock order updates, and other services.
• Perform all data entry and order processing functions accurately and within required time frames.
• Verify pricing with appropriate department.
• Review open order status daily.
• Run and deliver all daily reports required.
• Ensure all issues are satisfactorily investigated, resolved, and documented.
• Ensure all unresolved issues are forwarded to Customer Service Supervisor immediately.
• Consistently provide accurate detailed documentation for analysis and follow-up.
• Daily check the RFS folder to complete the update of Contracts, Order Forms, and Customer Blanket Purchase Orders with approved new stock items.
• Maintain all customer contracts and order forms.
• Notify Customer Service Supervisor when problem trends appear, whether related to supply chain or product issues.
• Facilitate communications between customer and sales rep; keep sales rep up to date on all communications and potential outages or substitutions.
• File all paperwork as required.
• Assist with Inventory Cycle Counting as needed.
• Assist in sourcing and locating items.
• Perform all other duties as assigned by Supervisor.

Qualifications

• High School education and either two years' post-secondary education or three years of experience, preferably in a customer service environment.
• Excellent communicator with a good understanding of both spoken and written English.
• Desire to work with a diverse, multi-cultural population.
• A combination of education, training, and experience may be substituted when competency in the role is demonstrated.
• Successful performance on pre-employment tests is required.
• Must be able to pass any required drug test and new hire physical examination.
• Must be able to maintain complete confidentiality of any information encountered.

Skills

• Able to grasp technical issues quickly and understand how different components of a product fit and work together.
• Ability to listen carefully, analyze problems quickly, and provide resolutions.
• Able to organize and manage multiple tasks and multiple priorities.
• Excellent interpersonal and communication skills.
• Commitment to company values and willingness to be a team player.
• Computer knowledge and skill; able to use business software packages, applications within Microsoft Office, and Lotus Notes.
• Must have 2 years' practical experience with MS Windows operating system environment.
• Must have attention to detail.

Schedule

8AM – 4:30PM, Monday–Friday

Pay

$20.00–22.00 per hour (depending upon experience)

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance