The Customer Services Advisor

The Customer Services Advisor is a key member of the Customer Service team and serves as a vital link between Business Development Managers, customers, and internal departments. The CSR II manages new account setups, oversees the sales order management process, and provides proactive communication to ensure seamless customer experiences. This position operates with moderate independence, handling more complex accounts and contributing to continuous improvement within the Customer Service function.

Job Role

• Serve as a crucial link between Business Development Managers (BDMs) and internal teams, ensuring smooth customer onboarding and consistent order management.
• Oversee the full sales order process, including customer account creation, order entry, acknowledgements, and shipment coordination, ensuring all transactions are processed accurately and on time.
• Communicate proactively with customers regarding order acknowledgments, delivery dates, and any issues impacting lead time or fulfillment.
• Manage customer inquiries, concerns, and complaints with professionalism and empathy, coordinating resolutions in collaboration with internal stakeholders.
• Resolve support requests related to an integrated hardware and software system in a timely manner.
• Collaborate cross-functionally with Operations, Planning, Finance, Quality, and Logistics to ensure customer expectations are met and any service risks are mitigated.
• Participate in production or planning meetings to represent customer requirements and communicate updates that may impact shipments or deadlines.
• Process manual debit and credit memos, assist in Return Merchandise Authorization (RMA) processing, and support warranty claim coordination.
• Support intercompany order transactions and ensure accurate and timely documentation in SAP and Salesforce systems.
• Partner with Business Development Managers (BDMs) on quotes, pricing requests, and new account setups, ensuring alignment with internal processes and approval requirements.
• Maintain customer records, documentation, and communication logs with accuracy and attention to detail.
• Contribute to team process improvements and provide feedback to enhance customer experience and operational efficiency.
• Follow company policies and practices as outlined in the Employee Handbook and adhere to all safety guidelines and procedures under AWAIR or related programs.
• Perform other administrative duties and departmental support as needed.