Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) is responsible for providing effective customer service for all customers by using knowledge of company products & services established using ISO requirements. CRSs interact with customers to provide information in response to questions, concerns & complaints by phone, email or in person. The position is also responsible for performing sales & service functions for targeted markets, programs & sales as assigned.

Duties & Responsibilities

• Establish, develop & maintain positive business & customer relationships
• Provides timely & accurate information to incoming customer order status & product knowledge requests
• Processes quote requests/customer orders/changes/returns according to established department policies & procedures
• Supply management with reports on customer needs, problems, interests, competitive activities & potential for new products & services
• Provides timely feedback to the company regarding service failures or customer concerns
• Partners with the sales team to meet & exceed customer service goals & expectations
• Reach out to customer leads through cold calling
• Communicates with Engineering & Manufacturing to obtain information for product substitution & lead times
• Prepares documentation necessary to process & ship orders for domestic and international accounts
• Comply with all safety requirements & proper use of PPE
• Other duties as assigned by supervisor

Qualifications

• High School diploma &/or GED; relevant job experience
• Must be proficient in Microsoft Access, Excel & Word; report writing
• Ability to multi-task, prioritize & manage time effectively
• Ability to follow directions carefully, to work quickly & accurately enter data into the computer system
• Strong phone contact handling skills & active listening
• Customer orientation & ability to adapt/respond to different types of characters
• Ability to work on teams or alone

Working Conditions

Standard work week is Monday through Friday, hours to be consistent with business unit; some off hours work expected. Generally working in Office with some activities in production environment. Some day or overnight travel domestically could be required.

Physical Requirements

Sitting and/or working at a computer for extended periods of time. Must occasionally lift up to 25 pounds.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.