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