Customer Service Representative

Responsibility Summary:

The Customer Service Representative provides exceptional customer service and effectively supports customers by providing and processing information in response to questions, concerns and requests about products and services.

They utilize technical expertise, vendors and internal resources to provide answers to customer questions.

In addition they provide support to the field sales force from inside a branch office.

Specific Duties and Responsibilities:


* Works in a safe manner, complying with all company safety requirements.


* Treats customers with highest level of customer service ensuring they take precedence over other tasks and responsibilities


* Ensures SOPs, Work Instructions, policies and processes are followed


* Accurately enters customer orders in business system in a timely manner


* Understands the sales order, inventory, and purchasing processes within the company's business system.


* Regularly utilizes the company's non-conformance process as required


* Provides quotes in response to RFQs received directly from the customer in a timely and accurate manner


* Assists with quote preparation for field sales staff under special circumstances


* Follows up and reports on open order report weekly, ensuring customer contact is made proactively on orders past delivery date.


* Follows up on Packing Slip/Proof of Delivery for shipment


* Assists with updating and maintaining customer pricing records


* Assists field sales with new part setups, sourcing requests, and non-stocks with Corporate Purchasing


* Discusses issues with supervisor proactively and identifies solutions


* Effectively communicates with field sales team, peers and others, both internal and external


* Maintains a positive "can do" attitude when working with customers, peers, and supervisor


* Provides suggestions for cost savings, process improvement and enhanced customer service


* Demonstrates product knowledge proficiency by utilizing all resources available to stay current.


* Attends training as required; shows initiative in taking training not assigned


* Utilizes the company's time and attendance system to report all hours worked.

Supervisory Responsibilities:

N/A

General Qualifications:


* Effective individual contributor with the ability to successfully work within a team.


* Excellent oral and written communication skills utilizing the English language


* Good attention to detail with solid follow-up skills


* Professional appearance and behavior


* Solid organizational skills with the ability to prioritize effectively


* Proficiency with Microsoft Office, including Outlook, Word, Excel and PowerPoint


* Demonstrated sense of urgency with the ability to meet appropriate deadlines


* Accurate and results oriented.


* Commitment to providing exceptional customer service to both internal and external customers


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