Customer Service Specialist: Order Processor / Sales Support / Auditor / Data Entry

POSITION PROFILE Provides operational support to sales personnel AND is responsible for Order Coordination for specific IKON locations and acts as liaison between Sales and other departments.  Provides excellent customer service and ensures that customer receives correct equipment order as well as accurate monthly invoices.  In addition to working own desk, responsible for assisting with complex orders and training new hires.

 

JOB DUTIES AND RESPONSIBILITIES
May serve as a lead in coordinating the flow of paperwork to Associates and Senior Associates.
Performs compliance checks on paperwork submitted by Sales and checks inventory availability on used equipment.
Obtains credit approval using Credit Score to determine the customer rating.
Stages orders in order entry process and tracks through the WIP process.
Inputs lease information into CLAS leasing program and ensures output meets IKON standards. Typically inputs complex Customer per Copy and Flex orders.
Reviews negative results from CLAS program with sales representative and obtains clarification.  If necessary, reviews information with FMS and INCR.
Responsible for ensuring that customer orders are processed and delivered on time.
Updates VCTS System for Vendor credits and provides order specifics to the Vendor Credit Administrator.
Provides timely and accurate equipment invoicing.
Provides accurate cycle billing set-up on basic orders for reoccurring customer invoicing.
Assists Associates and Senior Associates with complex orders.
Updates customer and inventory records.
Notifies IKON warehouse of customer requests to extend term of machine trials.
Regularly attends and participates in weekly sales team meetings.
Provides excellent customer service to internal and external customers.
Validates order information using the Equipment Price Book.
Runs and reconciles open order reports for applicable categories and missing contract report.
Provides missing or corrected information in response to the IOSC Hold Report.
Assists with training of new employees.
Runs order reports for management and team members.
May be liaison with IOS Capital on Customer Resolution issues.
Performs other duties as assigned.

 

QUALIFICATIONS (Education, Experience and Certifications)
High school diploma or equivalent is required.
Requires 3+ years of business experience, including any combination of IKON and/or general business; 1-2 years of Order Coordination experience is desired.