Customer Service Representative

Description : Job Summary

Job Summary

Responds to customer telephone and / or written inquiries regarding product selection, placement of orders, quotations, and complaints to include returns / credits, shortages, and adjustments, expediting, and requests for literature.

Evaluate and perform various tasks daily to ensure that customer needs are met. Contact other internal company departments such as production control and shipping / receiving to communicate requirements and expedites.

Update and maintain customer computer database and manual recordkeeping systems for customer accounts.

Principle Duties and Responsibilities

• Quote aftermarket parts and services to customers using the company’s tools, policies, and procedures.
• Receive customer orders and complete all associated data entry for placing orders in ERP systems.
• Set-up sales orders for order entry daily.
• Perform order entry responsibilities daily including adding new orders, adding items to existing orders, changing orders, changing items on existing orders, cancelling orders, and cancelling items on existing orders.
• Key contact for customer requests on open orders.
• Review customer complaints and issue returned goods numbers or initiate corrective action.
• Process credits for returned goods under warranty.
• Provide shipping with updates on preferred shipping methods for customers.
• Fulfil all customer requests for catalogues and literature.
• Update and maintain work instructions according to ISO9000 procedures as required.
• Update and maintain customer master files daily as needed.
• Performs a lead role in maintaining customer satisfaction and relations.
• Assist with invoice and payment resolutions.

Knowledge, Skills and Abilities

• Proven discretion with highly confidential information / documents. Must have high degree of integrity, discretion and judgment.
• Must have the ability to manage diverse volume of work and manage appropriate priorities which involve a high frequency of change.
• Must have strong ERP skills.
• Strong computer skills including expertise in Microsoft Word, Excel, PowerPoint, and Lotus Notes preferred. Ability to quickly develop proficiency in new programs.
• Exceptional attention to detail, accuracy, and professionalism.
• Well organized.
• Strong communication skills and interpersonal skills.
• Able to remain extremely professional, composed, and competent in multi-task, rapid change environment.

Education and Experience

• College diploma in business administration.
• 1-2 years of experience and demonstrated success as a customer service representative or similar in a manufacturing environment.
• SAP / Oracle experience required.

Physical Demands

The physical demands described here are representative of those that must be met by the 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.

• Frequently required to sit; use hands to finger, handle, or feel; and talk or hear.
• Occasionally required to stand and walk.
• Must occasionally lift and / or move up to 10 pounds.
• Specific vision abilities required by this job include close vision, and ability to adjust focus.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Working conditions are normal for an office environment.
• The noise level in the work environment is moderately quiet.
4 days ago