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This position requires that the employee perform all essential duties as assigned by the ECD Customer Service Manager and Director – Information and Procurement which will include but not be limited to the following:

1. Responsible for communicating information between the customer and the company which initiates manufacturing or distribution processes in such a way that the information is accurate, understandable and complete.  All communication with the customer should be done in a manner that represents the company professionally.  The ability to communicate well with all parties is key to the success of the order entry process and the continued receipt of orders and customer satisfaction.
2. Takes customer SOS orders by fax or email and committed sale stock orders by phone. Faxed/emailed orders must contain the quoted cost and an accurate description of the product to be placed on order.  Any item needing to be quoted outside of the preset pricing will need to be sent to the CSR Manager.  Orders will be entered directly into the computer system by the CSR.  Orders must be completely recorded with accurate quantities, pricing and ship dates.
3. Observes all selling and marketing policies established by the company.  Honors the confidentiality of the company's business policies as well as all of our customers' transactions.
4. Deals with customer inquiries such as the status of an order or revisions to an order.  Deals with complaints, price adjustments, credits and pick ups in a timely manner with proper communication with the ECD field representatives, management or others required to handle each situation correctly.  All manual credits will be approved by the ECD Customer Service Manager or appropriate management. 
5. Acts as a liaison between ECMD Logistics and the Lowe's stores for trucks to be unloaded in a timely manner.
6. Processes daily date changes to be sent to Lowe's via EDI as required.
7. Releases, processes, and transmits stock orders to Lowe's and ECMD's distribution centers multiple times as needed each day.
8. Maintains files of orders and quotes for the length of time established by management.  All given quotes must be properly documented with the customer account, product, quoted cost and contact name.
9. Assist with the co-ordination of the Good Faith Auditing program.
   • Take audit calls
   • Coordinate audits
   • Pull and fax paperwork – if required
   • Update Good Faith Log
   • Record and report discrepancies
   • Issue 1 steps for credit and billing as needed for audit discrepancies
10. Works on various projects or tasks that are assigned by the ECD Customer Service Manager or appropriate management.
11. Regular and punctual attendance is an essential function of this job.
12. Employees must proficiently read, speak and understand English.

Requirements:

1. Communicate clearly with customers in a manner that is non adversarial and helpful.
2. Previous experience in sales, customer service or dealing with the public is beneficial.
3. Work and communicate within a group of other employees to aid each other and solve problems.
4. Computer experience is preferred.
5. A background in millwork, lumber, or related industries is preferred.