A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
SUMMARY Handles daily sales order entry and production status for customers. Handles daily and weekly calls and settles issues related to customer inquiries by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide prompt, efficient, effective, and courteous customer service to all customers to maintain 100% customer satisfaction Manage customer forecasts and discrete orders in ERP system Respond to date changes and seeks commitment from production on meeting requested dates Handle all customer inquiries including inventories of finished goods, current production status, quality concerns, complaints, cancellations, request for deliveries, past due payments, and other matters Ensure communication from the customer is documented and clear. Compile required information required for the Engineering Department to quote items; deliver quotes back to the customer or to the customer account manager Ensure shipping information is correct and product ships as required Handle customer orders, RMA's, forecasts, quotations, cancellations, requests for delivery, etc Collaborate with all internal departments in order to fulfill customer requests for information, products, and general updates QUALIFICATIONS and SKILLS Associate's degree or equivalent from two-year college or technical school; or five years related experience and/or training, or equivalent combination of education and experience. Strong organizational and time management skills Energetic, self-motivated, and reliable Ability to prioritize and multi-task Communication and interpersonal skills with a focus on a team approach to foster positive relationships with both internal and external teams Conflict resolution and de-escalation experience strongly preferred Aptitude to work both independently and in a group environment
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The employee is occasionally required to stand and walk, and to use hands to finger, handle, or feel objects, tools, or controls. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
WORK ENVIRONMENT
The noise level in the work environment is usually quiet. The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
