Stuller, Inc.

  • CAM Customer Support

    Job Locations US-LA-Lafayette
    Posted Date 2 weeks ago(5/9/2018 2:13 PM)
    Req No.
    2018-6329
    Type
    Full-Time
    Category
    Customer Service/Support
    Work Hours
    10:45 pm- 7:15 pm
  • Overview

    The CAM Customer Care position is to strive to provide the perfect customer experience during all interactions. The primary description of these interactions is; a communication role between our customers, CAD Operators, and CAM Manufacturing team to ensure we can manufacture the customer’s cad design.  Inclusive of explaining the need to make modifications or whether we are having any difficulties producing their desired request. Perform all request desk duties (when needed) for make buy item requests that are not set up to order in oracle. Accurately entering orders, offering substitutions, solutions, cross-selling and updating customer profiles in CRM.

    Qualifications

    • Participate in required Stuller sponsored trainings.
    • Excellent written, listening, and verbal communication skills.
    • Ability to communicate effectively utilizing telephone, email, or one on one conversation.
    • Manual pricing, mathematical skills, and problem solving.
    • Must be able to follow instruction both verbal and written, in English.
    • Must be able to multi-task with good organizational skills.
    • Must be able to maintain composure and handle high stress situations.
    • High school diploma or equivalent.
    • Sales order entry training with 1 year or more experience preferred.

    Responsibilities

    • Seek to capture customer information and record into customer relationship management system.
    • Customer contact channels include answering inbound calls, making outbound calls, communicating via e-mail from multiple in boxes and communicating via chat sessions.
    • Quote and order processing on custom jobs mainly utilizing a configurator model or freeform parts with manual calculations.
    • Maintain custom jobs via a separate system called the CAM Tracker.
    • Customer Service duties including billing, re-ordering recommendations, labor credits, reviewing returned product and processing RMA’s.
    • Maintain assigned accounts and unassigned accounts communicating through all contact points.
    • Counter Sketch contract maintenance, inclusive of placing orders, and communicating with Gem Vision via all contact points. Utilize Counter Sketch system to make adjustments when applicable.
    • Callback processes to communicate with customers, CAD Operators, and manufacturing teams to ensure items are produced to customers’ expectations. Communicating model set up fees and time frame.

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