Customer Service Representative

Function & Responsibility

Receives (by   telephone or email) requests for quotations, orders, and lead times from   customers. Makes quotations on standard items, enter orders, and relays   pertinent order information to customers. Coordinates with other departments   in handling purchase orders and providing service to customers.

Performs duties   with marketing department where customer contact is a prime responsibility.

Primary Responsibilities:

· Manage strategic and high-value   customer accounts as the primary point of contact.

· Conduct regular customer meetings   (virtual and onsite) to review performance, address concerns, and identify   growth opportunities.

· Build strong partnerships to improve   retention and customer satisfaction.

· Prepare quotations and support order   conversion.

· Coordinate with operations and supply   chain to ensure accurate, on-time order fulfillment.

· Communicate order status, delays, and   solutions proactively.

· Assist with shipment priorities,   tracking requests, and resolution of delivery issues.

· Support the Accounting team by helping   resolve invoice discrepancies, payment issues, and credit or billing   inquiries.

· Lead resolution of complex service,   delivery, or quality issues.

· Collaborate with Sales and internal   teams to support account strategy and forecasting.

  · Possess current and comprehensive skills and knowledge to perform all parts of the job efficiently and effectively. 

· Good communication skills, both written and verbal. 

· Excellent telephone skills including the ability to listen effectively to customers. 

· Ability to apply tack and diplomacy to any given situation. 

· Ability to help resolve and follow problems through to a satisfactory conclusion. 

· Proficient in PC computer skills with the ability to use the company standard systems software. 

· Ability to remain calm and work under pressure. 

· Excellent sales skills with the ability to not make the customer feel pressured. 

· Effectively utilizes time and resources. 

· Works well in a fast paced environment and has the ability to make quick decisions. 

· Has the ability to interface positively with all levels of employees. 

· Must be able to effectively communicate with all levels of personnel.

Minimum Qualifications

· High school diploma preferred; experience will substitute for   education.

· At least 3-5 years customer service experience handling the   responsibilities outlined above.

· Typing skills and some knowledge of CRT necessary (40-50 wpm).

· Previous background should include knowledge of parts and   nomenclature as well as demonstrated ability to deal with customers.

· ERP/CRM experience preferred.

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.

While   performing the duties of this job, the employee is regularly required to sit;   use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to   walk and reach with hands and arms. Requires the individual to work at a desk on   a computer for an extended period of time with periods of time in which they   will have to move around the office for interaction with others. Requires interaction with others via the   telephone and email for extended periods of time.

Requires light physical effort such as   stopping and bending, and occasional lifting of lightweight objects (up to 25   pounds). The noise level in the work   environment is low to moderate.