Customer Order Specialist

Summary:  As an industry leader in the building materials market, a Wausau Supply Customer Order Specialist is responsible for being the front-line ambassador of WSC to our customers.  Demonstrating professionalism, honesty, integrity, and interest in our customer is required on every interaction.  This position is a great mix of utilizing customer service skills to evaluate, verify and process customer requests.

Duties to include (not limited to):

• Handle large amounts of incoming emails, faxes, and potentially chat interactions.
• Responsible for increasing customer satisfaction by promptly and accurately placing orders/quotes.
• Analyze and verify quote and order requests for missing items or items that don’t make sense.
• Notify the customer of any issues or lead time on every order.
• Work toward first contact resolution on questions, quotes, and orders. This includes being thorough and professional on all responses to the customer, finish the call on the call.
• Assist in developing efficiencies in transacting customer data, orders and returns.
• Respond to online customer product reviews and questions.
• Clearly communicate feature and benefits of applicable products and services in terms the customer will understand, taking into account regional and industry terminology.
• Effectively communicate with our electronic order entry portal customers in compliance with their standards.
• Efficiently and creatively navigate all resources to gain the knowledge base needed to problem solve and grow.
• Engage key stakeholders when pricing large projects to ensure competitive pricing and proper follow-up. Our goal is to be aggressive in securing these opportunities.
• Learn, follow and adhere to all internal procedures to promote consistent and efficient service to the customer.
• Meet or exceed all established metrics for quantity and quality.
• Supplement other departments during slow periods, including Marketing, Production, and Human Resources.

A Customer Order Specialist will possess and demonstrate:

• Consistently display a positive and helpful attitude with customers and co-workers.
• Maintain a high standard of accuracy and efficiency.
• Proficient time management and task prioritization skills.
• Practice and display empathy, patience, and care on every customer and co-worker interaction.
• Effective verbal and written communication skills with the ability to adapt to regional and industry terms.
• Effective organizational skills with minimal oversight.
• Independent decision-making skills, initiative, and accountability.
• A willingness to accept coaching, criticism, and the ideas of others.
• A natural curiosity in our customers’ business and ask relevant questions that will positively impact both the customer and WSC’s business relationship.

Education / Experience:

• Familiarity with Microsoft Office Suite products
• Proficiency in computer, typing and written communication skills

Working Demands / Requirements:

• Work at a desk and over the phone with occasional needs to travel or help in other departments during non-peak periods.

Reports to:  Online Customer Experience Manager

Conclusion: A Customer Order Specialist for WSC will exemplify the high standards that have come to be associated with WSC. As a COS, acting with professionalism, honesty, and integrity is expected with every interaction. Understand and take ownership of the fact that every customer contact influences whether or not they will come back.