Customer Success & Business Development Associate

SUMMARY OF POSITION

In this role, you will provide excellent customer service to our current and potential customers, while having a direct impact on the level of success we achieve as an organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide a high level of customer service and find solutions to obstacles in a responsive and flexible manner.
• Process purchase orders in a timely and accurate fashion.
• Answer customer inquiries via email and telephone and assist in customer escalation.
• Acts as a liaison between several departments to effectively answer inquiries and address any issues for our customers.
• Works closely with the Sales and Marketing departments to assist with new lead generation activities of e-marketing campaigns and follow-up sales communications.
• Processes purchase orders received via email, fax or EDI portal, verifies the accuracy of the orders, ensure the customers has the correct price, terms and item numbers.
• Prepares the Order Verification Request Form.
• Attains accurate ship date information from production planning for all non-stocked items.
• Process sample orders according to established department policies and procedures
• Work with customer's web portal to retrieve purchase order and update shipping information.
• Responsible for the general communication of all customer specific portfolio pricing updating in the shared drive and Sage500.
• DOCUWARE scanning of sales order acknowledgement packets and reviewing documents for accuracy (manually correcting any scanning translation errors).
• Serve as additional support for the organizations sales process in the CRM system, including but not limited to account information, leads, opportunities, quoting, NPDF and case management.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

JOB REQUIREMENTS

• Excellent customer service skills, including a pleasant phone manner, patience in dealing with escalated issues, and effective communication.
• Minimum of 2 years of experience in a call center or customer service-related field.
• Excellent time management, problem solving, follow-up and organizational skills.
• EDI and CRM software experience is a plus.
• Associate's or Bachelor's degree.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, light to moderate physical effort is required.

• lifting 25+ lbs
• sitting at desk for long periods of time
• walking/sitting/talking on the phone

WORK ENVIRONMENT

Our office is designed to bring people together. It's an open, collaborative space where creativity and teamwork thrive. We believe the best ideas come from shared conversations and we encourage our teams to work closely and support one another. To help everyone do their best work, we provide a comfortable and well-equipped workspace, foster team building through activities and social events, and prioritize work-life balance, further helping our employees achieve their personal and professional goals. Our company culture values innovation, inclusivity and a positive attitude, with the contributions of each employee driving our overall success.

Shurtape Technologies, LLC is proud to be an Equal Opportunity and Affirmative Action employer. Shurtape Technologies, LLC does not discriminate based on race, religion, color, national origin, gender (including identity & expression), medical condition, sexual orientation, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business requirement.