Customer Service Rep 1

ESSENTIAL FUNCTIONS


* Computers and telephones are used extensively to enter information as they are speaking to customers.

Use company database to pull up information on a computer screen.


* Receives orders for products and works directly with sales, manufacturing, engineering, and finance departments on behalf of customers and distributors.

Computer prices, discount, and shipping charges as required.

Checks orders to ensure they are accurate with regards to quantity to be shipped.

Specifies if special labeling and shipping is required.


* Answer routine questions, such as checking on the status of an order, unit prices, shipping date, anticipated delays, and any other information needed by the customer or distributor.

Consults with supervisor before responding to non-routine requests.


* Adheres to company guidelines when handling complaints by determining the validity of a complaint, offering possible solutions, or providing customer refund, exchanges or discount.

Follow up is continued until the issue is resolved.


* Make changes and update customer's profile and account information.

Keeps record of transactions and updates and maintains database information.


* Administers company compliance procedures relating to orders received from international distributors and customers.


* Uses ERP base system to enter, track, or perform changes to orders following established procedures to maintain accuracy.


* Establish contact with customers and distributors for new or additional products and/or services.


* Receives complaints from customers and distributors concerning products, service, or billing and refers to complaints to designated departments for investigation and resolution.


* Other duties as assigned.

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.


* Occasional visits to the production area may be required; the employee is occasionally exposed to moving mechanical parts, noise levels encountered will vary from heavy machining to minimum noise level.

Likewise, this individual may be exposed to fumes from chemicals and soldering glues in the manufacturing areas.


* The individual holding this position will be working in an administrative environment with heavy PC use.

PHYSICAL DEMANDS


* The physical demands described here are representative of those that must be met by an employee to successfully perform 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; reach with hands and arms; and talk or hear.

The employee frequently is required to stand and walk....