Brock Customer Service Rep

Job Title

Business Unit

Department

Reports To

Customer
Service Representative

Brock
Grain Systems

Customer Service

Customer
Service Manager

BU Location

BU Acceptance

Approved By:

Date Approved

Milford, IN

Overall
Purpose: Why the Job Exists & What You Will Do:

As a
Customer Service Representative, you will provide internal/external customer
support, process dealer orders, and ensure a complete and accurate billing process.

Essential
Job Functions & Expected Outcomes: Your Accountabilities in the Role

A.    Customer
Support: 100% of the Job

1.     Processes
orders from the e-commerce system and from the dealers, with an understanding
of how the process/systems operates to ensure orders are processed on time and
accurate.

2.     Answers incoming
calls regarding order status, provides light technical support, and forward
technical calls (where appropriate), to ensure exceptional customer support
for internal/external customers.

3.     Processes
invoicing ensuring the order is accurate and pricing is correct.

4.     Cross-trains
with the team to be a backup for other specialty positions.

5.     Processes
reports, reviews data, and provides suggestions to help improve the
department�s processes and key performance indicators.

The job criteria may include other duties, responsibilities and
activities, which may change or be assigned at any item with or without
notice.

Position
Requirements:

A.   
Education: Associate�s Degree in a related field;
or equivalent education and experience.

B.    Experience: 3+ years
of customer service experience within a Manufacturing environment required.

C.    Certification(s): n/a

D.   
Functional Skills: Supportive and customer-oriented;
familiar with multi-level bills of materials and the logistics process;
extremely detail-oriented, ability to set priorities and get things done;
accurate with large amounts of data/work; solid ability to problem solve and
work with others to ensure orders are accurate and processed on time.

E.   
Technology Aptitude/Skills: Solid technical aptitude to work
through client issues; Intermediate PC/Data Entry Skills; Experience with
Lotus Notes and CRM experience preferred, but not required.

F.   
Language Skills: Excellent verbal and written
communication skills; being bilingual would be a plus.

G.   
Leadership/Behaviors: Timely and responsive with a strong
sense of urgency; flexible and adaptable; conceptual and forward thinking.

H.   
Culture Match Behaviors: Enjoys open communication,
takes initiative to find solutions, team player, ability to respectfully
share information to help develop and adhere to best practices, and the
ability to work in high volume areas.

Core Values that Apply to All
Positions:

-        
Integrity in all things

-        
Customers are why we exist

-        
Profitability is a must

-        
Excellence in all we do

-        
People make the difference

Equipment
Used:

-        
This role routinely uses standard office equipment such as
computers, phones, photocopiers, filing cabinets and fax machines.

Physical
Requirements to Perform Essential Functions:

-        
Ability
to sit at desk for 5+ hours per day

-        
Ability
to operate keyboard and view computer screen for majority of day 6-7 hours

-        
Ability
to write ideas/information in a logical flow for 5+ hours per day

-        
Ability
to read and respond on an on-going basis daily due to nature of the work,
throughout the day

-        
Ability
to communicate with others via phone, in-person, and computer on-going

-        
Ability
to listen to customers, problem-solve, and respond accordingly

-        
Ability to stand, sit, walk, bend, reach, stoop, squat, kneel, and
carry items frequently

-        
Lifting up to 15 lbs. sporadically

Environmental
Conditions & Travel:

-        
The employee is primarily exposed to a normal office environment
with moderate noise.

-        
This position may face inclement weather conditions when
traveling.

-        
Travel: Limited; no travel is required