Customer Service International I

Description

SUMMARY 

Perform all duties and responsibilities in alignment with International Sales and Marketing with assigned accounts.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

- Dealer contact and primary communication source via fax, phone, and e-mail

- Order entry and maintenance for all assigned accounts

- Order expediting and contract review

- Follow-up with customer to ensure customer satisfaction

- Documentation of all unique work instructions Customer Profile

- Prepare price quotations, terms of sales, delivery dates for dealer accounts assigned

- Communicate price per account

- Coordinates all shipments at order entry per process guidelines

- Coordinates with Production Control when expediting of product needed

- Acts as a liaison between customer and Ferno providing feedback to Sales, Quality, and Product Management

- Coordinates with EMSAR parts shipments to be consolidated with Ferno shipments

- Sets up new accounts

- Maintains customer master when needed

- Issue credits when needed

- PCS/Warranty processing

- Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies

- Assist in other areas of the department as needed

- Other duties may be assigned

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

- Must be fluent in English, both written and verbal.

- A working understanding of letters of credit and date drafts is preferred.

- Excellent Attendance 

- Good Organizational skills 

- Ability to take direction and work independently 

- Working knowledge of WORD and EXCEL 

- Knowledege of AS/400 (INFOR XA) a plus 

- Knowledge of CRM (ZOHO) a plus 

- Ability to type with speed and accuracy 

EDUCATION and/or EXPERIENCE 

- High School diploma or GED, with prior experience in customer service areas and with the public preferred. 

COMMUNICATION SKILLS 

- Ability to read and comprehend simple instructions. 

- Ability to effectively communicate and perform required documentation.

- Ability to communicate effectively with the public and other departments.

MATHEMATICAL SKILLS 

- Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.

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 this 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 regularly required to talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and color vision.

WORK ENVIRONMENT The work environment characteristics 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.

TRAINING

- MAPICS – Powerlink

- ZOHO Training

- CRM Policy

- Portal Training

- Product Training

- Phone

- Customer Service Manual

Ferno is an equal opportunity employer and that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.