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Job Title: Customer Service Associate / Inside Sales
Manager: Customer Service Manager
Prepared By: Human Resources
FLSA: Salary

Summary
Primarily responsible for providing effective customer service for all internal and external MicroSun customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service Department. To process orders from customers to ensure that they receive the right goods on the right date at the agreed upon price.

Duties and Responsibilities
  • Maintain regular contact with customers to identify their requirements.
  • Keep customers informed of the progress of their orders and ensure that they are notified of any possible delays.
  • Maintain accurate and up-to-date stock and delivery records by customer.
  • Provide customers with information requested by them about products and orders.
  • Manage sales order activity including timely data entry and updates as needed for assigned customers or accounts. This includes managing customer backlogs.
  • Develop and maintain effective working relationships with key customers to develop more business opportunities or ensure that the company remains a preferred supplier.
  • Ensure customer information requests are delivered in a timely fashion.
  • Send information updates of company milestones to assigned customers or accounts.
  • Coordinate any product returns with operations department to ensure customer communication is timely and accurate.
  • Confers with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
  • Enters Purchase Orders into Expandable to process invoices and communicate information to customers
  • Other duties or special projects as assigned by supervisor.


Metrics:
  • Complete special projects each month as assigned.
  • Resolution of customers issues within 24 hours.
  • Timely callbacks of customer inquires for both new and existing customers.


Qualifications:
  • Education/Experience - Associate's degree in a technical or business discipline or equivalent experience. Work experience should include a minimum of 2 years in sales or sales support, and 2 year in customer service, public speaking or training role.
  • Customer Service - Pleasant approach, attitude, appearance, and follow through are requirements for this position. Excellent communication skills are required, both written and oral.
  • Computer Skills - Ability to use technology such as daily schedulers, word, excel, and email in order to efficiently handle the workflow and transactions generated.


Skills:
Creativity - Ability to identify alternatives to the processes to support company objectives while retaining integrity and support of accounting regulations.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in groups in problem solving situations; uses reason even when dealing with emotional topics.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments; ability to be firm/decisive with customers; ability to negotiate with customers with a win/win result. Identifies new ways to meet customers' requirements.

Knowledge of Business - Learns and understands the operations of the business. Understands the business' mission statement and supports it.

Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change(s), delays, or unexpected events.

Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas.

Organization Skills - Ability to organize/prioritize work demands to meet goals/deadlines; must be detailed oriented.

Dependability - Follows instructions, responds to management direction; commits to time necessary to complete assignments; meets deadlines or advises appropriate person with problem and proposed solution.

Professionalism - Reacts well under pressure; treats others with respect and consideration; accepts responsibility for own actions; follows through on commitments; applies positive attitude and interests to all facets of the job.

Initiative - Undertakes self-development activities; seeks increased responsibilities; takes independent risks and calculated risks; recognizes contributions where / when needed employs proactive approach with regards to process improvement and operational enhancement within Microsun Technologies.

Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; develops innovative approach and ideas.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives.