Customer Service Representative

Department
Business Support
Reports To
Business Support Manager
Position Summary

This position is the primary role for managing the administrative and sales related internal activities for customer contact, order and credit processing, quotes and sample requests. The person performing this role must adhere to performance objectiveness as to timeliness and levels of proficiency for the department. This role advocates for our customers to ensure customer satisfaction.

Primary Responsibilities
  • Respond to routine technical inquiries from customers. 
  • Respond to customer requests for product, pricing, and delivery information promptly, accurately and in a timely fashion. 
  • Enter customer orders accurately and in a timely fashion. 
  • Relay customer information and special requests to the appropriate technical, sales or manufacturing department. 
  • Coordinate the new product implementation process.
  • Assemble customer data in cooperation with the account manager so price and terms conditions can be established. 
  • Ensure price changes are made according to price initiatives undertaken by the Management Staff. 
  • Monitor performance against objectives no less than monthly and develop tactical plans to maximize personal effectiveness or mitigate problems. 
  • Ensure the effective use the Opportunity System to enter and maintain records pertaining to the issuance of quotes. 
  • Follow-up with house accounts on open opportunities notify management of significant programs
  • Ensure thorough e-mail and verbal communication daily, about customer related issues (Corrective Action/RGA initiation)
  • Work closely with the sales organization to ensure customer satisfaction. 
  • Other duties as required.
Skills
  • Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate. 
  • Reading Comprehension – Understanding written sentences and paragraphs in work related documents. 
  • Speaking – Talking to others to convey information effectively. 
  • Monitoring – Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action. 
  • Time Management – Managing one’s own time. 
  • Service Orientation – Actively looking for ways to help people.
Qualities
  • Possess professional appearance and enthusiastic attitude. 
  • Ability to multitask. 
  • Ability to perform in a fast paced, detail oriented, problem solving environment. 
  • Excellent computer skills including knowledge of Microsoft Office applications (Intermediate Level Excel and Power Point) and an MRP system (Fourth Shift preferable).
Experience and Education

High School Diploma (or GED or High School Equivalence Certificate); Minimum of 3 years previous, successful customer Service experience, preferably in a technical, manufacturing environment.