Customer Service Representative

MONDAY-FRIDAY, 8AM-4:30PM

Job Purpose:

To handle phone calls and e-mails pertaining to customer service, processes and schedules orders, requests POD, and works on replacement tools. 

Essential Functions:

1. Takes and schedules orders, additions and cancellations; answers inquires on warranty, unsatisfactory merchandise, shipping discrepancies, delivery dates and distributor information.
2. Completes necessary paperwork to request credit memos from accounting; invoices any overages; and orders any replacement tools.
3. Reviews new orders received by fax or email; ensures that the correct account is used; applies any discounts or promotions for the order; ensures that the tools are ordered in correct quantities and that the correct part numbers are used; and contacts customer for any price or quantity changes. Fills out the order cover sheet for data entry to enter; sends order confirmations; and checks orders against packing lists enduring that the correct tools and quantities were entered as well as the shipping instructions.
4. Responds to customer service emails (including international emails) received in a timely fashion which vary from general questions regarding tools to warranty questions and requests for sales representative contacts. Forwards other questions to the appropriate party.
5. Handles warranty requests by informing customers of their options. Contacts the customer with the manager’s decision by setting up the order for replacement or sending letters to customers who do not quality for warranty replacements.
6. Files all new purchase orders and packing lists. Creates space in filing cabinets for new files.
7. Stuffs and mail invoices from the prior days’ shipments.
8. Maintains proformas.

Additional Responsibilities:

1. Second backup for shipping duties.
2. Other duties as assigned.

QUALIFICATIONS

Education/Experience:

Must have three (3) to six (6) months of related experience and/or training.

Physical:

1. Must be able to stand, walk, sit, and use arms/hands to reach, finger, handle or feel, talk and hear for 8 hours or more per day and includes reading, typing, and keyboarding.
2. Must be able to occasionally lift/or move up to 10 pounds.
3. Must have close vision, depth perception and the ability to adjust focus to work.
4. Working conditions are normal for an office environment. 

Mental:

1. Work requires professional written and verbal communication and interpersonal skills.  
2. Must have the ability to read, comprehend, and interpret written business documents. 
3. Must be able to perform mathematical skills such as: addition, subtractions, multiplication, and division, using whole numbers, common fractions, and decimals; and ability to compute discounts, interest, margins, commissions, proportions, and percentages.
4. Must have ability to deal with problems involving multiple concrete variables in standardized situations. 

Technical:

1. Must have knowledge of Estwing’s product lines and policies regarding customer engagement.
2. Must be proficient in Word, Excel, and Outlook and have general knowledge of computer and internet use.

BEHAVIORAL SKILLS

1. Adaptability
2. Attention to Detail
3. Collaboration
4. Communication
5. Customer Service Orientation
6. Integrity
7. Judgment (Problem Solution)
8. Teamwork/Cooperation
9. Work Standards