Customer Service Representative

Position Summary:
Responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the Customer Service Department.

Essential Functions:

1. Provides timely and accurate information to incoming customer order status and product knowledge requests.

a. Provides timely feedback to the company regarding service failures or customer concerns.

2. Processes customer orders/changes/returns according to established department policies and procedures.

3. Works closely with the credit department to resolve disputed credit items.

4. Partners with the sales team to meet and exceed customer’s service expectations.

5. Communication support via Email, order, phone calls:
a. Email: Manage and maintain all emails that come into the Customer Service group email. This includes:

i. Responding to emails within 15 minutes, acknowledging.

ii. Taking appropriate action on the email. May include either a forward to the appropriate contact, status requests, placing an order or assisting the customer in anyway.

iii. Ensuring all emails are addressed, even if it does not pertain to your assigned Sales rep.

b. Orders: Enter new orders, release blanket orders and Manage Reschedules

i. Receive Purchase Order, Enter order, send to Rep for approval, process work order, and send confirmation email, either pass to the shop for processing or 2 week out drawer.

ii. Manage Back orders and past dues daily

iii. Manage 3 day out drawer daily

iv. Confirm next day scheduled orders, daily

v. Closing the Red Tag billing process by pricing the labor, attaching the Purchase Order

c. Phone Calls: Answer all incoming calls in a courteous and professional manner. This includes the Customer Service department main line or your direct extension and follow through with the appropriate action.

i. Provide customers with status updates and ETA’s.

ii. Maintain Voicemail box and keep current-respond to customer’s messages.

Marginal Functions:

• Ability to prioritize, work independently and maintain a professional/friendly demeanor is essential.
• Other projects as assigned.
• Escalate situations when needed.

Education/Knowledge/Skill Requirements:

• High School graduate or GED.
• One year experience as a Customer Service Representative.
• Previous program Management experience, preferred.
• Previous Sage X3 experience, preferred.
• Excellent communication and problem-solving skills.
• A high level of motivation with a strong work ethic.
• Effective interpersonal skills and a positive outlook.
• Customer/Client Focus.
• Problem Solving/Analysis.
• Time Management.
• Communication Proficiency.
• Teamwork Orientation.
• Technical Capacity.