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Matter Surfaces · 2 weeks ago

Customer Care Order Administrator

Stoughton, MA

Full-time

Onsite

Entry, Mid Level

$46K/yr - $51K/yr

2+ years exp

Matter Surfaces is an industry-leading architectural surfaces company headquartered in Southeastern Massachusetts. The Customer Care Order Administrator is responsible for swift and accurate system entry of completed orders and initiating fabrication and/or warehouse shipping processes.

Building MaterialCustomer ServiceRetailSupply Chain Management

Responsibilities

Ownership of the high-volume customer order channels of Matter Surfaces via Zendesk Ticketing System

Executes high-volume of Material Orders and Sample Orders (as needed)

Receives complete material order requests from peers to ensure timely and accurate entry into ERP system

Daily review of Order Dashboard ensuring capture of all order holds & add memo’s/updates as necessary

Generate uniform order confirmations sent to customers, including shipment and invoice details

Completes outbound calls to external customers to review customer pick-ups

Continuously raise the bar for order volume & speed, through identifying process improvement opportunities

Ensuring Project IDs are tied to orders when necessary

Perform finished mat job processing as required

Develop understanding of product lines and system tools

Preserve an unassuming attitude, while embracing roles as both a teacher and a learner to all

Flexibility for additional work as directed by, Service Manager and/or Director

Leverage escalation chain appropriately, using sound professional judgment to pull in the right resources at the right time, keeping the customer experience front and center

Obtain freight quotes, to ensure the best rates for our customers

Communicate via phone, email, or Skype with internal customers

Communicate externally to customers via phone/email using proper professional etiquette

Qualification

Professional judgementAttention to detailMS Office proficiencyERP systems experienceMulti-taskingCoachableVerbal communicationWritten communicationOrganizational skills