Customer Relations Representative

Summary

Responsible for the daily activities associated with their respective accounts.

Essential Duties and Responsibilities include the following:

• Review and manage Open Order Reports and associated expedites.


• Daily review and engagement on customer’s hot lists.


• Verifies inventory and notifies Purchasing of customer orders that would deplete stock.


• Expedite internally to assure shipment of customer orders


• Routes orders to departments for filling and follows up on orders to ensure delivery by specified dates.


• Informs shipping of packing or labeling requirements for customer shipments.


• Confers with shipping, warehouse, or common carrier personnel to provide proof of delivery requests from customers.


• Ensure all user messages and validation errors are reviewed and managed.


• Provide feedback directly to customers on general order inquiries.


• Support Account Manager or Key Account Manager with Quoting Setup and various other duties.


• Assist quality/purchasing on rejected parts.


• Other duties may be assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Adaptability - Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work with new work structures, processes, requirements, or cultures.

• Building Customer Relationships - Ensuring that the customer’s (internal or external) needs are met; building productive relationships with high priority customers; taking accountability for customer satisfaction and loyalty; using appropriate interpersonal techniques to prevent and resolve escalated customer complaints and regain customer confidence.

• Building Networks - Taking action to establish and maintain connections with people outside one's formal work group, including those outside the organization (e.g., peers, cross-functional partners, and vendors), who are willing and able to provide the information, ideas, expertise, and/or influence needed to achieve work goals.


• Collaborating - Working cooperatively with others to help a team or work group achieve its goals.

• Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.


• Continuous Learning - Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.


• Contributing to Team Success – Actively participating as a member of a team to move the team toward the completion of goals.


• Creating a Service Reputation - Crafting and implementing service practices that meet customers' and own organization's needs; responding quickly to resolve difficult customer situations and regain customer confidence.


• Customer Orientation - Placing a high priority on the (internal or external) customer's perspective when making decisions and taking action; implementing service practices that meet the customers' and own organization's needs.


• Energy - Consistently maintaining high levels of activity or productivity; sustaining long working hours when necessary; operating with vigor, effectiveness, and determination over extended periods of time.


• Execution - Ensuring others contribute to organization strategies by focusing them on the most critical priorities, measuring progress, and ensuring accountability against those metrics.


• Initiating Action - Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.


• Initiating Action - Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.


• Managing Work - Effectively managing one’s time and resources to ensure that work is completed efficiently.


• Personal Growth Orientation - Actively pursuing development experiences to improve interpersonal and business impact.


• Sustaining Customer Satisfaction - Supporting customers during the implementation of sales contracts and throughout the relationship; seeking and taking appropriate actions on customer feedback; resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty.


• Technical/Professional Knowledge & Skills - Having achieved a satisfactory level of technical, functional, and/or professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise; leveraging expert knowledge to accomplish results.


• Technologically Savvy - Leveraging one’s practical knowledge and understanding of recent technology tools, solutions, and trends to improve work results, solve work problems, and take advantage of new business opportunities.


• Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Education and/or Experience

A Bachelor Degree with 1-3 years of customer relations experience is desired and /or training; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze and interpret general business periodicals, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write reports & business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, employees of the organization, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate and percent. Ability to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram from. Ability to deal with problems involving several concrete variables in standardized situations.

Computer/System Skills

To perform this job successfully, an individual should have Intermediate knowledge of:

• Microsoft Suite (Excel, Word, PowerPoint)


• Outlook/email


• Company Specific Programs

Certificates, Licenses, Registrations

• Current valid driver’s license

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The Essential Duties and Responsibilities listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel Requirements

Travel may be required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, stand, and walk; use hands and fingers to handle or feel; reach with hands and arms; stoop, kneel, or crouch; and talk and hear. The employee must regularly lift and/or move up to 15 pounds and occasionally up to or over 20 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

Work Environment The work environment characteristic described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work conditions are that of a normal office setting. The noise level in the work environment can range from quiet to moderate.