Position Summary:
The purpose of a customer service representative is to communicate the voice of the customer within the company in order to ensure satisfaction, communicate to provide clarity between the company and the customer on services delivered or to be delivered and act as a co-liaison with the sales team. This position is also responsible for providing customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner, entering data into the system including orders, communicating customer feedback, initiating and/or implementing corrective actions or seeking authorizations as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.
Specific Duties & Responsibilities:
"*" denotes an essential function of the job
- *Receive, process and verify the accuracy of orders from customers.
- *Communicate directly with customers via telephone, e-mails, websites, respond to customer inquiries, concerns, complaints
- *Create new customer accounts in system
- *Participate in layered audits.
- Respond to customer service requests for order changes, including processing and acknowledging orders, verifying pricing, terms and applicable revision levels.
- *Communicate/coordinate with internal departments to obtain pricing, delivery, engineering information.
- *Ensure and provide quality service to both internal and external customers.
- *Provide customer service management with the data for inclusion in various scheduled and special reports.
- *Participate and provide expertise as a member of the customer service departmental team to develop and recommend changes to existing methods and systems.
- Perform other duties as assigned by immediate supervisor or upper management.
Competencies:
- Job Knowledge / Business Acumen
- Organizational Ownership / Values Alignment
- Systematic Thinking
- Initiative
- Interpersonal Skills
- Task Completion
- Attention to Detail
- Oral & Written Communication
Education, Experience & Training:
- High School Diploma or equivalent required.
- 3-6 months or related experience preferably in a manufacturing environment.
- General understanding of customer service principles and office procedures preferred.
- Previous ERP experience preferred.
- Must be proficient at an expert level in Microsoft Office including, but not limited to, Word, PowerPoint, Excel and Outlook.
Working Environment & Conditions:
- The employee is occasionally required to stand, walk, sit, and reach with hands and arms.
- Occasional travel and non-regular work hours may be required. The employee may be required to travel weekly to other facilities.
- The employee must occasionally lift and/or move up to 25 pounds.
- This position requires working in an internal environment.
PI276370699