Customer Service Representative

Position Overview:

The Customer Service Representative provides support to our customers and sales team members.

The primary job responsibilities require excellent customer service, data entry skills and attention to detail with contract/purchase order review to ensure orders are processed correctly.

The ideal candidate may coordinate the repair of customer-owned equipment, in addition to timely and efficient communication of billing, order status and delivery to customers.

The Customer Service Representative is a detail-oriented team player, capable of multi-tasking with a focus on providing a high level of service.

Essential Job Functions and Accountabilities:


* Reviews and enters customer orders received via email, fax, or phone, into ERP.


* Issues and process Return Merchandise Authorization (RMA's) and sales orders for customer repairs through ERP.

Provides customers with order confirmations and correspondence on status as needed.


* Coordinates order shipment dates and follows through with Planning and/or Manufacturing.


* Reviews active customer accounts to ensure pricing is current, matches customer type for discounts and meets all internal compliance controls.


* Coordinates possible customer account updates with the Inside Sales Operations Manager and is responsible for changing discount codes and/or fixed price structure.


* Identifies duplicate accounts and makes recommendations to consolidate.


* Reviews updates with territory Inside Sales Representatives to ensure CRM system is current and aligned with ERP.


* Updates customer comments in a timely manner to ensure consistent up-to-date customer status.


* Manages the electronic filing of all related documents and approvals within customer account.


* Reviews purchase orders to ensure the payment terms, part numbers, pricing and shipping methods are correct.


* Updates new part numbers through internal workflow program to ensure Engineering establishes a part number.

Other Qualifications:


* Proficient in English


* Strong customer orientation and common-sense approach to helping customers


* Proven team player, yet able to work independently


* Excellent interpersonal and communication skills, both oral and written, with emphasis on listening to customers


* Demonstrated ability to multi-task, handle frequent interruptions and shift priorities


* Detail Oriented


* Strong organizational skills and ability to prioritize is essential


* Excellent PC skills required, using Microsoft Windows, Word, Excel, Outlook


* Demonstrated ability to work in multiple platforms


* CRM experience preferred

Education & Experience


* High school diploma or equivalent


* 3-5 years of experience in a customer service background, preferably in a manufacturing environment.

Working Conditions

The noise level in the work environment is usually moderate.

Physical Requirements

The physical demands describe...