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Customer Service Order Intake Coordinator

Company: Swisslog
Location: Denver
Posted on: March 14, 2018

Job Description:

Customer Service Order Intake Coordinator - Swisslog designs, develops and delivers best-in-class automation solutions for forward-thinking hospitals, warehouses and distribution centers. We offer integrated systems and services from a single source - from consulting to design, implementation and lifetime customer service. Behind the company's success are 2 300 employees worldwide, supporting customers in more than 50 countries. The Healthcare Solutions portfolio comprises automated material handling and drug management systems for hospital facilities that increase efficiency and enhance the patient experience in forward-thinking hospitals. Swisslog automated material handling solutions provide quick, flexible and safe transportation of medications, specimens and basic supplies throughout hospitals and across medical center campuses, while its medication management solutions address packaging, labeling, storage and dispensing for inpatient and outpatient pharmacies.Customer Service Order Intake CoordinatorLocation: Broomfield, CO This position is 100% focused on delivering A+ customer service to Swisslog customers, service technicians, solution and construction reps as well as other internal departments. In this role, you will process all telephone, fax and emailed quotes/orders, provide pricing, availability, cross-reference, up sells, as well as forward potential product leads and respond to all post-sale customer service issues. RESPONSIBILITIES

Quickly and accurately receive and process all incoming customer and/or service technicians telephone calls, fax and email requests as they relate to the placement of quotes, consignment & regular orders for same day turn around
Research answers or solutions for the customers as needed
Reach out to customers where there are price discrepancies on their orders and we need their approval before shipping, and/or they need to approve a replacement part
Process any repair/return authorizations, shipping error resolutions, invoicing matters, and any other post-sale customer issues
Quickly navigate through our inventory screens to be able to provide pricing, lead time on product, transfer requests and order status to not only our Swisslog customers, but also our Field Service technicians and the outside sales representatives
Partner with members of our technical service team to be able to suggest alternative products when applicable
Communicate to the Inside Sales Manager when sales text needs to be updated on customer masters
Facilitate incoming project orders (new or change orders) over to the project orders team when necessary, otherwise process project warranties and orders for customers
Investigate overdue and damaged shipments and follow the internal procedure to get those reported and the customer taken care of
Communicate and coordinate with appropriate internal departments to insure that orders are shipped on-time and that invoicing, quality and shipping discrepancies are quickly resolved to maintain a high level of customer service
Review the territory you are assigned on the open order report to release any shippable product on a weekly basis
Pass any leads/bid requests that come through the order entry box to the appropriate sales assistant
Responsible for keeping customers Fed Ex and UPS Freight instructions up to date and noticing any discrepancies that may occur in our system on a weekly basis
Responsible for catching any shipping and/or billing discrepancies that come across any hard copy PO's and getting the address/name change updated in our system
Review critical list and report to the Inside Sales manager any new product that needs to be added to the critical list
Track expedited shipments, update expedite list daily
Assist customers on navigating them through the online store and portal
Be able to set up a new customer request for the online store
Advise Inside Sales Manager of any problems or opportunities that arise with process flow or major customer issues that need immediate resolution
Participate in phone call training 1x month to review calls
Participate in ongoing product and system training 1x month to stay up to date on procedures
Possess an understanding of the carriers that we sell and be able to explain the differences to the customers over the phone.
Collaborate with the sales team, supply chain, marketing and the A/R team

Associate's degree in Business Administration or relevant work experience
2+ years' experience in Customer Service environment
Must have previous working experience with ERP systems such as SAP
Must be PC literate, working knowledge of Microsoft tools: Office, Word, Excel
Strong organizational and time management skills
Exceptional interpersonal communication skills, both written and verbal for the phone are required
Ability to listen carefully to customers to understand their needs and concerns in order to be able to resolve the call as efficiently and effectively as possible
Self-motivated with a desire to lean
Ability to work independently while in a sometimes loud but fun team environment.
Demonstrated leadership skills
Ability to work in a fast paced environment
Professional demeanor

Desirable but not Essential:

Bachelor's degree in Business Administration or relevant field preferred
Minimum 1 year experience working in a sales and distribution environment preferred
SAP experience preferred
Technical aptitude preferred for parts identificationWE OFFER Swisslog offers challenging work in a globally networked environment as well as competitive base salary, comprehensive benefits including health/dental and above-market 401K!

Swisslog is an EEO Employer, Females/Minority/Veterans/Disabled/Sexual Orientation/Gender Identity.

Swisslog's FMLA policy can be found at: *********************************************************

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require reasonable accommodation to complete the application or to perform your job, please contact Human Resources at: *******************************. Contact
Natalie Landau

Keywords: Swisslog, Denver, Customer Service Order Intake Coordinator, Professions, Denver, Colorado

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