Customer Experience Agent

Job Description

Job Description

Customer Experience Agent

For over 80 years, LECO has been a leader in the development and production of world class laboratory instruments delivering state of the art products nationwide and across the globe. Located in St. Joseph, Michigan, LECO continues to be a family-owned company that understands the value of shared interests, long-term stability, loyalty, and trust.

Schedule:

Full Time: 8:00am – 5:00pm, Monday – Friday

Position Summary:

The Customer Experience Agent will process orders in Oracle system for domestic customers received via email and phone. Provide customer service in assisting customers with order status, inventory availability, pricing, quality issues. This position is in an office environment with other personnel that handle both domestic and international orders/shipments.

Position Responsibilities:

• Have contact with domestic customers concerning the following but not limited to: orders, quotations for consumables and spare parts, availability, return material authorization, expedite orders, questions concerning part number and/or quality problems, discrepancies on orders
• Complete forms, reports, and Oracle screens according to procedures in department manuals (as assigned)
• Enter orders received via fax, mail, email, and/or received via customer website
• Complete “Contact Information” form as needed and email to Sales Coordinator
• Process and distribute order acknowledgements and invoices as assigned
• Complete credit memo requests
• Process lab service billings in Oracle
• Assist outside sales personnel as needed
• Other duties as assigned

Position Requirements:

• Computer skills (email, internet, order management system, Excel, Word, and Oracle)
• Administrative duties, such as typing and scanning skills
• Good reading comprehension
• Communications skills, including written & verbal
• Ability to work independently with little supervision

Education/Certifications:

• High School Diploma or equivalent

EOE M/F/VET/Disability