Customer Service Representative

Primary Accountabilities (Essential Duties):

• Handle all order-related and service functions for assigned Channel Partners
• Support Regional Sales Managers working with assigned Channel Partners as needed
• Develop/maintain deep understanding of Florence product lines and applications
• Perform Order Entry processing efficiently and accurately for all product lines
• Handle web and phone inquiries from end-users according to defined business processes
• Help Dealers and others with troubleshooting processes according to product documentation
• Escalate issues to Quality Department per business processes and follow-thru to resolution
• Handle Returned Goods processing, Credits, Debits and Freight Claims per standard procedures
• Compile Customer Order-related paperwork required for production processes
• Support the business by handling supplier/visitor traffic in main entry of Florence facility
• Utilize 3 rd Party web portals for order processing, invoicing, etc. for National Retail Channel
• Complete other departmental functions and special projects as assigned
• Provide coverage for co-workers during absences or other work requirements

Position Qualifications:

To perform this job successfully, an individual must be able to perform each primary accountability satisfactory. The requirements listed below are representative of the knowledge, skill and/or ability required. Additionally, the physical demands and the work environment typically encountered are listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• High School Diploma
• Experience with customer service or account management desirable but entry level considered

Competencies Core Competencies :

Fostering Teamwork; Managing Performance; Building Collaborative Relationships; Customer Orientation; Result Orientation;

Personal Credibility Organizational Competencies:

Initiative; Developing Others; Influencing Others

• Organized and proficient in follow-up to ensure tasks are completed in a timely manner
• Self-directed and able to work independently to complete role requirements
• Resourceful and proactive problem solver
• Resilient and able to work calmly under pressure
• Skilled at managing interactions with upset customers to a successful resolution
• Ability to work positively with colleagues and customers to effectively solve problems
• Proficient in communicating with customers in writing and verbally
• Ability to work remotely with people, information and systems effectively

Organizational Competencies:

Excel, Word, ERP systems such as

SAP, CRM

systems such as

Salesforce Physical Requirements:

Long periods of sitting at a desk working with computers/monitors

Work Environment:

In-Office and/or Hybrid