About the role
General Summary: Provides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow-up; and resolving basic customer issues using foundational knowledge of Exotic product lines and business systems.
Essential Job Functions:
Order Management & Processing * Processes customer orders accurately from receipt through completion, including order entry, verification, and confirmation * Manages EDI (Electronic Data Interchange) transactions, including order receipt, processing, and error resolution * Handles order follow-up activities, including status updates, expedite requests, and delivery coordination * Processes RMAs (Return Merchandise Authorizations) in accordance with company policies and customer agreements
Customer Communication & Support * Responds to customer inquiries regarding product availability, order status, pricing, and general account questions * Prepares and processes customer quotations with accurate pricing and product specifications * Documents and processes customer complaints following established procedures to ensure timely resolution * Maintains professional communication with customers through phone, email, and other channels
Financial & Pricing Knowledge * Applies understanding of cost structures, discount schedules, and gross profit calculations to support pricing decisions * Utilizes customer-specific pricing matrices to ensure accurate quotations and order processing * Reviews orders for pricing accuracy and margin requirements before submission
Product & Supplier Knowledge * Demonstrates foundational knowledge of Exotic product lines to answer basic customer questions and identify appropriate solutions * Maintains working knowledge of core supplier base and their product offerings * Accesses and navigates supplier portals to verify product availability, specifications, and lead times
System & Process Compliance * Follows all departmental and corporate policies and procedures to ensure consistent service levels * Meets established productivity metrics for order processing, quote turnaround, and customer response times * Maintains accurate records and documentation in company systems for all customer interactions and transactions
Supplemental Job Functions: * Performs other duties as assigned or requested.
Knowledge, Skills and Abilities Required: * High School Diploma (required), Associate’s degree preferred. * Previous work experience (prefer customer-service related experience). * Previous experience working on a computer.
Exotic Automation & Supply maintains a drug-free workplace, including testing for marijuana.