Customer Service Representative

Job Information

The Customer Service Representative is responsible for overall order and service-related activities. Provides a variety of customer service support duties to customers. Ensures timely and accurate information is provided to customers in a professional manner. Responds to inquiries through phone, mail, email, and/or face-to-face contact with customers. Provides operational management and support at locations to ensure efficient and timely resolutions of customer service issues.

Key Responsibilities

• Responsible for entire order processing which includes assigning, reviewing, approving, and distributing customer order documents to all appropriate departments
• Responds to internal and external inquiries in a timely manner ensuring all requests have been handled and completed daily
• Responsible for generating all Inspection Reports and collecting Data Packages from suppliers; confirms it corresponds to the correct product and manufacturer as well as any other special requirements noted on the orders
• Reviews and approves the complete order packet with 100% accuracy
• Supports repair department technicians as needed
• Maintains strong working relationships with internal and external customers
• Report and Resolves customer service issues
• Tracks and maintains all cases in the companys case management system
• Responsible for ensuring timely delivery of material and required documents by providing status updates when necessary
• Responsible for MaxRecall scans and files
• Various duties assigned by the supervisor

Qualifications

• High School Diploma or its equivalent
• Good written and verbal/oral communication skills
• Proficiency in common business software (e.g., CSI, Microsoft Office, Adobe)
• Self-driven with a positive attitude and demeanor
• Customer service experience
• Excellent communication, time management and organizational skills
• Professional telephone etiquette
• Ability to work independently

Physical Demands

• Frequently required to stand
• Frequently required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Occasionally balance, bend, stoop, kneel or crawl
• Continually required to talk or hear
• Continually utilize visual acuity to read technical information and/or use a keyboard
• Occasionally required to lift/push/carry items up to 25 pounds
• Occasionally work near moving mechanical parts
• Occasionally exposure to outside weather conditions
• Occasionally loud noise (examples: shop tool noises, electric motors, moving mechanical equipment)

Work Environment

This role operates in a professional office environment 95% of the time and 5% in a warehouse environment. Standard office equipment such as computers, phones, and printers are used. Occasional visits to warehouses or operational sites may be required.

The Perks of Working Here

FloWorks offers a competitive benefits package designed to support your health, financial well-being, and work-life balance. Highlights include:

• Medical, Dental and Vision Insurance with multiple plan options
• Company-paid Life and Disability Insurance
• 401(k) with company match
• Health Savings and Flexible Spending Accounts
• Supplemental coverage (Accident, Critical Illness, Hospital Indemnity)
• Employee Assistance Program (includes 3 free counseling sessions)
• Identity Theft Protection at discounted rates

*This information indicates the general nature and level of work performed by associates in this role. It is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this role. This description supersedes any previous or undated descriptions for this role. Management retains the right to add or change the duties of the position at any time. Questions bout the duties and responsibilities of this position should be directed to the reporting Manager or Human Resources.*

*FloWorks is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or protected veteran status. Committed to fostering a culture where every individual is valued and empowered to contribute to shared success.*