Customer Service Representative

Summary:  The position of Customer Service Representative will involve daily verbal and written communications with Stellar Truck & Trailer customers to receive, process and enter customer orders, requests and return authorizations.

Responsibilities:

• Process and enter customer orders received by phone, fax or e-mail. Review customer orders for accuracy and completeness and ensure STT service parts meet the required customer order specifications and requirements.

• Process credit card orders.

• Review customer order status; keep abreast of inventory status and manufacturing conditions to be able to react in a manner to meet customer requirements. Coordinate and expedite orders in. Call customers when necessary to advise shipments of delays and/or information necessary to process orders.

• Provide a timely response to customer inquiries regarding pricing, order status and changes to status, product availability and product information.

• Provide authorization to customers for the return of STT products.

• Process and enter various billing adjustments and/or credits including warranty, freight, tax, pricing credits or debits.

• Update and maintain customer files.

• Always address and communicate with customers in a professional manner regardless of the customers’ communication style.

• Complete assignments or projects concerning customer data, warranty, or other pertinent topics in a timely and effective manner.

• Follows all company safety rules as laid out in the company safety manual and all other company policies. 

• Maintain company equipment and work areas in a clean and orderly manner.

• Other duties may be assigned.

Qualifications:

• Using courteous and friendly techniques to convey understanding when dealing with our customers in person and on the telephone.

• Excellent communication skills

• Exhibiting keen attention to detail when listening to our customers’ needs or concerns.

• Promptly following up on customer service calls.

• Being firm, yet fair, when dealing with warranty consideration.

• Individuals must have good computer and keyboarding skills.

• Individuals must have a good understanding of, and show implementation of, STT sales, service, policies and procedures.

• Partner with other departments to meet and exceed customer’s service expectations.

• Able to lift up to 45 lbs. and sit at a desk for extended periods of time.

Education and/or Experience:

• High School Degree or GED required.

• AA or AS degree from an accredited college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Skills:    

• Pleasant telephone and strong interpersonal skills

• Good writing and communication skills

Mathematical Skills:                                                       

• Basic math including fundamental algebra knowledge required.

Reasoning Ability: 

• Able to follow established procedures.

• Able to make exceptions to procedures with supporting documentation or reasoning.

• Good problem-solving ability.

• Able to work independently as well as with a team.

Computer Skills:  

• Proficient with the use of PC’s including Microsoft Office or similar software programs. 

• Familiar with or the ability to learn to use ERP software systems.

Sales & Customer Service, Customer Service