Customer Service Representative

Essential Function

• Provide timely and accurate information to incoming customer order status and product knowledge requests
• Provide timely feedback to the company regarding service failures or customer concerns
• Process customer orders/changes/returns according to established department policies and procedures
• Work closely with Planner for scheduling of orders
• Work closely with the credit department to resolve disputed credit items
• Partners with the sales team and managers to meet and exceed customer’s service expectations

Email Communication Support

• Manage and maintain all emails that come into the Customer Service group email, including:
• Responding to emails within 15 minutes, even if it doesn’t pertain to your assigned Sales representative
• Then, taking appropriate action on the email which may include assisting the customer, forwarding to the appropriate contact, performing a status request, or placing an order

Order Support

• Enter new orders, release blanket orders, and manage reschedules
• Receive purchase order, enter order into the system, e-mail order to Sales Representative for approval, process work order, and send confirmation email, either pass to the shop for processing or 2 weeks out drawer
• Manage Back orders and past dues daily
• Manage 2-week out drawer
• Confirm next day scheduled orders, daily
• Closing the Red Tag billing process by pricing the labor, attaching the Purchase Order

Handling Phone Calls

• Answer all incoming calls in a courteous and professional manner and follow-through with the appropriate action by answering calls to the Customer Service Department main line and your direct extension
• Provide customers with status updates and ETA’s
• Maintain Voicemail box and keep current respond to customer’s messages

What We’d Like to See

Highly Desired

• High School Graduate or GED
• 1-2 years’ experience as a Customer Service Representative
• Customer/Client focused
• Problem solver and analysis
• Experienced with time management
• High level of motivation and strong work ethic

Preferred and Helpful

• Program Management experience
• Sage X3 experience or other ERP systems
• Excellent communication
• Effective interpersonal skills