Customer Service Representative

Summary/objective:

Snap-tite Hose is seeking a dedicated and customer-focused Customer Service Representative to provide exceptional support to our customers and outside sales team. This role is responsible for processing orders, generating quotes, and addressing customer inquiries and concerns with professionalism and efficiency. The ideal candidate will have strong communication skills, attention to detail, and a commitment to delivering a superior customer experience.

This position follows a Monday through Friday schedule from 8:00 AM to 5:00 PM EST, with a one-hour lunch break.

Essential functions

• Interacts with customers via telephone, email, or online chat to provide information regarding the company’s products and provides customer support in placing orders.
• Provides quoting information to customers based on their requirements which includes but is not limited to pricing, turnaround time, shipment methods, etc.
• Collects information via fax, phone and written request for customer orders and enters required data to generate a purchase order for processing.

Additional Responsibilities

• Educates customers on the features and benefits of products offered that fit their needs.
• Processes customer product issues through submitting RMA’s to the quality department for review and investigation.
• Ships and processes customer requests for samples and literature.
• Works closely with the outside sales team to ensure the accuracy of information provided for customer quotes, shipments, and turnaround times.
• Communicates effectively with necessary departments regarding customer order completion, shipment, and complaints.

Competencies

• Must possess strong written and oral communication skills to allow for effective collaboration in a cross functional environment.
• Must possess proficient computer skills including working knowledge of MS Office Suite
• Must be detail oriented and possess strong analytical and problem-solving skills.
• Must be a service-oriented individual who is able to resolve customer grievances.

Work environment

• Primarily in office
• Limited to no weekend or evening work.

Physical demands

• Up to 10lbs of force exerted occasionally.
• Up to 5lbs frequently
• Significant sitting

Travel required.

• Required to travel to unassigned facility a minimum of once per week and is based on company needs.

Required education and experience

• High School diploma or equivalent.
• A minimum of 1 year customer service experience required.

Preferred education and experience

• Previous working knowledge of GP

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.