Job Summary

Manage the Order Fulfillment Process to insure the complete satisfaction of the customer's requirements.

Second of three levels of customer service work. Receive questions from customers and follow established procedures to provide answers or refer calls to appropriate staff. Typical questions

are focused on order status, product information, account status, quoting, product or service. Representative require limited supervision.

Summary of Essential Job Responsibilities:

• Implement and manage the Order Fulfillment Process with precision and efficiency in an extremely responsive manner for the customer.
• Navigate through ERP-CRM software and database systems to enter quotes and customer orders as well as maintain and update software with customer notations (SSC-Sales, Service, Calls).
• Proactively follow up on quotes to understand what it will take to earn customer business.
• Accurately respond to customer inquiries and quote requests in an expeditious and complete manner. Follow up on all opportunities for growth in our customer relationship.
• Build relationships with TGC's customer base to fully understand the customer's requirements, communicate them to our production team, and determine our opportunities to earn additional business.
• Coordinate with the Production Department to obtain accurate job cost estimates. Follow up on job cost performance using gross margin reports and make necessary quotation adjustments for repeat business.
• Manage customer inventory requirement through use of Purchase Requisition Process
• Assist with RMA's, NCM's and DDB Red Cards regarding customer complaints.

Other Duties:

• Assist with customer collection efforts where necessary

Qualifications & Competencies:

• Ability to communicate effectively and professionally with customers to understand and respond to their needs in a responsive fashion.
• Ability to establish and improve company procedures for using our software system to efficiently manage the order fulfillment process.
• Proficiency with Windows based software including Microsoft Office Applications. Basic to intermediate math aptitudes and a detail oriented information processing capability.
• A college degree in business or equivalent experience with formal training, preferred.
• Experience with reading and interpreting technical drawings preferred.

Required Experience & Education:

• Requires high school graduate reading, communication, math and problem solving skills with 2+ years' experience.
• Strong math skills and a detail oriented information processing capability.
• A college degree in business or equivalent experience with formal training, preferred.

Physical Demands

The physical demands described 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, the employee is regularly required to sit, stand, walk, use hands and fingers; talk and hear.

Work Environment

The work environment is typical of most office environments; occasionally, the position will be required to be on the manufacturing floor. The noise level in the work environment is usually quiet.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.