Clearlight Glass & Mirror – Custom Glass Fabricator

POSITION SUMMARY

Position is responsible for general inside customer service duties for the company including consulting with customers, both in the office and on the phone, providing quotes, and maintaining the sales order chain to satisfy their glass and mirror needs.  Works closely with management, office staff, sales staff, and fabrication staff in building the company’s brand by conveying a professional image, demonstrating excellent product knowledge, and emphasizing the company’s competitive advantages including in-house fabrication, creative designs, and quality custom products.  Builds relationships and delivers outstanding service to generate sales over the long-term.  This position reports to the Sales Manager.

Position Schedule

This position is a full-time job, 8AM – 5PM, Monday – Friday, except company holidays.  The critical hours are 8AM to 9AM and 3PM to 5PM when call volume and in-office visits by customers are often at their peak. The budgeted hours are 80 hours per pay period.

Essential Duties

Customer Service / Order Processing

• Serve as the primary inside contact person for all customers.  Office Manager will serve as an overflow / backup as needed, but this should be kept to a minimum.
• Using the company’s pricing tools, provide timely and accurate quotes to customers’ requests, with a target of < 1 hour for emails/faxes and < 1 minute via phone.  Calculate shipping and crating charges if customer is not eligible for delivery.
• Review all orders for feasibility and/or missing information.  Seek out prior quote to confirm details.  Compute pricing and/or verify with quote.  Communicate any discrepancies with customer and resolve
• Input all sales orders and prepare shop paperwork following company guidelines on pricing, lead times / dating, warehouse rack, and shop communications (i.e. regular versus expedited orders using color coded copies, etc) with a target of < 1 hour, but never later than end of the day’s shift (i.e. 2PM).  Consult with Office Manager on all non-inventory items to determine what fabrication and/or raw material is needed if any.  Print shop labels for all orders.
• For orders that require tempering, print tempering order after entry, and put into “To Be Tempered” file awaiting fabrication completion.
• Enter new prospects into computer as directed by the Outside Sales Manager,
• Enter new customers into computer as required.
• Prepare drop off / pick up paper work as requested by customers and file in correct delivery route folder.
• Communicate issues/delays to customers and indicate revised completion dates as needed.
• For customers that require it, and for any order that has not been quoted and exceeds $200, send sales order acknowledgement via fax/email.
• Routinely throughout the shift, check emails and take appropriate action.
• Handle the customer pickup process, both wholesale and retail, by providing correct paper work, having them sign a copy, verifying and obtaining any open balance amounts, processing payments, and providing customer with accurate balance due amounts.  In conjunction with shop floor employees, locate customer’s order and give it to them or have it loaded into their vehicle.
• Attention to detail is paramount to ensure accuracy, completeness, smooth operation of the company (including complete and accurate records and filing), and high customer satisfaction.

Inside Sales

• Consult with phone customers to identify their requirements.  Explains options, provides estimates, and explains lead times.  Get assistance from others on questions that exceed knowledge as required.
• Pass installation customers to Sales Manager or Assistant Sales Manager if available or to other management as an alternate, or capture basic information and forward message to Sales Manager for later follow up.
• Communicate up-front deposit requirements and obtain prepayment for those customers that do not have an account.
• Process weekly Stoll program orders including entry and paperwork no later than each Tuesday.  Identify orders that require CAD files and forward to management for generation.
• Process on-line orders, ensure timely packing and shipping within 2 business days of receipt, and communicate status with customer.  Answer questions from on-line customers < 2 hours.
• Oversee the on-line inventory levels, discuss replenishment requirements, review with management, and create sales orders as directed.
• Attention to detail is paramount to ensure accuracy, completeness, smooth operation of the company (including complete and accurate records and filing), and high customer satisfaction.

Installations

• Take and route calls to appropriate person(s) for installation related requests including consultations, appointments, scheduling, and repairs.  Ensure that the messages are received.

Invoicing / Pickup / Delivery / Shipping

• Create invoices for completed production with a target of < 2 hours, or by the end of the day’s shift for the next day delivery routes.  Verify the accuracy of quantity, pricing, and that all operations were actually completed.  Communicate any issues with the Office Manager for immediate correction.
• Track and apply delivery charges as the initial invoices are processed for each customer each week.
• Email all Stoll invoices as they are completed before the paperwork is filed.
• Email all ACI/Binswanger invoices as the signed packing slips are brought back after delivery.
• Contact local non-delivery customers to inform them their order is ready for pick up in a timely fashion, with a target of < 1 hour, or by the end of the day’s shift.
• Inform Office Manager/Sales Manager about deliveries and orders that are completed and ready for shipment.
• Attention to detail is paramount to ensure accuracy, completeness, smooth operation of the company (including complete and accurate records and filing), and high customer satisfaction.

General Office

• Follow company procedures for paperwork, filing, copying, etc.
• Keep office equipment running.  Inform Office Manager about supply needs including paper, ink, etc.
• Keep the design center and front office clean, tidy, and uncluttered.
• Attention to detail is paramount to ensure accuracy, completeness, smooth operation of the company (including complete and accurate records and filing), and high customer satisfaction.

Safety and Compliance

• Follow all safety procedures
• Monitor practices for unsafe conditions and make management aware of any issues or concerns so that they may be promptly addressed

Physical Demands

The physical demands described here 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:

• Standing/Walking/Sitting/Balancing: Frequent changing between the standing and sitting position.  Walking on carpet/tile/concrete floors.
• Lifting/Carrying/Bending/Twisting/Reaching/Stooping/Crouching: Regularly requires bending, twisting, reaching, stooping, and crouching.  Routinely lifting and carrying up to 25 pounds throughout the day and occasionally up to 35 pounds.
• Talking/Hearing: Professional Verbal Communication (both written and oral) required.  Normal hearing required.
• Repetitive Motions: Frequent use of computer keyboard and telephone.  Familiarity with computer software. Normal office activities.
• Visual Acuity: Depth perception, color vision, and near visual acuity required. Ability to see in dimly lit shop.
• Temperament: Ability to work independently and under specific instructions with little supervision. Ability to perform repetitive tasks.
• Environment Factors: Occasional exposure to changes in temperature/ humidity while working in the shop.