Reporting to the Customer Service Manager, the Customer Associate supports customer satisfaction and loyalty by answering inquiries, explaining products, providing order information, and accurately processing orders. The associate is expected to embody the organization’s values: Caring | Curious | Collaborative | Committed
The role involves using internal systems (SAP) to enter and track orders, verify pricing, and ensure timely delivery. The associate serves as a key point of contact for customers, providing professional communication, resolving issues, and supporting customers throughout the order lifecycle.
Key Responsibilities
- Process and manage customer orders accurately using SAP
- Validate purchase order details, pricing, and delivery requirements
- Communicate order status, delivery dates (ETA), and changes to customers
- Respond to customer inquiries (availability, pricing, shipping, cancellations, order changes)
- Coordinate with internal teams to ensure order accuracy and on-time delivery
- Monitor SAP reports, identify discrepancies, and take corrective action
- Provide basic troubleshooting support (LDQS) following IT procedures
- Ensure proper handling of complaints, credits, and quotes through internal processes
- Maintain clear, professional communication with customers and internal teams
- Contribute to a positive, collaborative team environment
Support training activities as required
