Customer Service Representative

Provides optimum customer service which exceeds customer’s expectations. Maintenance and enhancement of existing business and obtaining new business; to service the customer in one contact. Take personal responsibility for every order to ensure that the customer’s requirements are met from time of initial order receipt until the product is delivered, invoiced and the customer is satisfied.

Responsibilities:

• Receive detailed order information via fax, phone EDI, etc. from customers and Territory Sales Managers and process through computer system. Orders that are unable to be automatically entered by the document imaging system will be entered into order entry system (i.e.- JD Edwards).
  
• Maintain accurate and detailed customer account information and keep each respective Territory Sales Manager knowledgeable of all activities associated with each customer account.
• Responsible for accurate pricing and updates (if applicable); advise all concerned of all competitive price adjustments.
• Investigates issues and prepares/processes credit memos, debit memos, and return material authorizations as needed to resolve customer issues in a timely manner
• Advise customers on market conditions that may affect their order and price breaks that will benefit them.
• Assist the customer and/or Territory Sales Manager with any inquiry or problem concerning their orders. Provide prompt and efficient response and resolution to each inquiry; such inquiries or problems could involve quality, coordination of deliveries, availability of product, customer pricing and/or billing, etc.
• Provide product technical information as required to respond to customer technical inquiries and to recommend alternative materials or products. Refer customer to appropriate qualified divisional personnel in response to sophisticated customer technical inquiries.
• Maintain accurate and current product inventory information as this relates to current and anticipated customer order requirements. Function as the focal point between the customer and Territory Sales Manager regarding this information.
• Determine if standard lead times are acceptable. If not, negotiate appropriate lead time with the Master Scheduler and/or appropriate personnel.
• Notify customers of potential missed shipments and revised dates well in advance of missing the original promise date.
• Using routine exception reports, monitor orders that are not progressing through the process smoothly and intervene as necessary to ensure maximum customer satisfaction.
• Assist in solicitation and sales of company products and services to new and existing customers.
• Assist in the identification of potential customers through analysis of the marketplace, gained knowledge and/or personal knowledge of the industry and product lines; attendance at customer service seminars, in-house training seminars, sales meetings, plant tours, and trade shows, and by keeping knowledgeable of existing customer needs through various contacts and periodic personal visits to customer locations.
  
• Learn each function of the department, as applicable.
• Must be able to lead the team when the team leader is out of the office (if applicable).
• Performs other duties as assigned.

Qualifications:
Education

• High school degree or GED required.
• Education at the college level is preferred.

Experience

• Minimum of three years experience in a responsible position tasked with meeting or exceeding customer expectations.

Skills/Abilities

• Must possess the proven ability to converse well, both orally and in writing, with all customers at all levels of management.
  
• Must be able to multi task and work in a team concept.
  
• Ability to check and enter data into multiple systems.
  
• Focused attention to detail due to many and overlapping responsibilities.
  
• Must be proficient in using Microsoft Office based software such as Excel, Word, Access, etc.
  
• Should possess the proven ability necessary to influence the sale of company products.
  

Knowledge

• Should be tactful, courteous, and possess a thorough knowledge and extensive technical knowledge of all company products.