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Inside Sales-Customer Service Representative Summary of Responsibilities

Consumers and industry professionals throughout the United States trust our products and services. This positions IEC as leaders in the Aluminum Extrusion, Painting and Anodizing processes.

Inside Sales/Customer Service implements overall plant process flow activities and serves as the “voice of our customer”.  Through continuous and open communications with IEC TEAM assist with creating a continuous improvement environment that is conducive to achieving IEC objectives.

Work with nearly all functional teams and serve as a critical connection between IEC sales force and its customer base.

Essential Duties and Responsibilities:

• Responsible for taking incoming orders from current customers and new customers.
• Ensure accuracy of processed customer purchase orders.
• Process orders of high-detail oriented accounts.
• Provide prompt and accurate responses to customer requests for expediting orders.
• Reply to customer inquiries for order status and pricing updates in a timely manner.
• Work with IEC Operations for Stocking Programs.
• Identify potential problems before they become an issue and offer up creative solutions if an issue does occur. Must have a deep appreciation for simple solutions.
• Build relationships with IEC customer base to fully understand the customer’s requirements. Communicate these requirements to our production team, and determine our opportunities to enhance the customer experience.
• Open and maintain customer accounts by recording account information into EPCIS.
• Participate in the Daily 9:00AM and Wednesday weekly team meetings. 
• Research and resolve any customer invoicing discrepancies to ensure customer satisfaction.
• Process Quotation and Sales order changes and possible additional costs due to unexpected deadlines and size of order.
• Accurately respond to customer inquiries and quote requests in an expeditious and complete manner.
• Review and resolve order acknowledgement discrepancies in the system.
• Ensure (internal and external) customer satisfaction with good communication making the 9:00AM meeting Count.
• Resolve customer complaints by clearly communicating the issue to IEC quality and production teams, and following up to ensure resolution.
• Know our business: Maintain statuses and customer open order reports.
• Provide updated comments on any open orders as to the latest progress, report any issues that could delay on time delivery.
• Reconcile each of your customers’ open order reports weekly. This will consist of (what needs to be converted to work orders), to see what should be planned next and what work orders are already planned for scheduling.

Critical to Growth:

• Set high standards; process customer orders with precision and efficiency in an extremely responsive manner. Do not depend on other team members to catch mistakes.
• Provide the information required by others in a concise, direct, and unambiguous way. Perceive how their message affects the receiver and strive to ensure that the receiver clearly understands the specifics and function of the message.
• Place emphasis on creating customer loyalty by continually enhancing the customer experience. This relates to the capacity to identify and understand the needs of customers, manage expectations, and prioritize meeting and exceeding those needs.
• Focus on completing all work tasks in a timely manner, manage multiple responsibilities while being organized, keeping on top of important time-sensitive tasks, and performing all work accurately.
• Participates in and completes company-required training programs.

FOR MORE THAN 75 YEARS, Universal Molding Company and it's subsidiaries has provided quality metal roll forming, fabrication, extrusion, and finishing to customers in a wide range of industries as well as high quality security and fenestration products for homes and commercial businesses. We have earned a reputation for superior workmanship, competitive pricing, and incomparable service. Our "One-stop Shop" ensures that customer orders meet the highest expectations. We utilize equipment designed for the ultimate in accuracy and precision. This mix of dependable machinery, skilled engineering support, turnkey operations and friendly, knowledgeable customer service is how we deliver the best possible product, hassle free and on time.
• Full modern production facilities
• One-stop operation- saves time, money and hassles
• Friendly, knowledgeable people
• Advanced engineering, research, and development
• Rigid quality control
• Warehousing service available