Customer Service Representative

Customer Service Representative

Electro-Matic, a SunSource company, has helped transform American industry by supplying automation components and solutions to leading U.S. manufacturers. Today, Electro-Matic continues to leverage the value of emerging technologies by developing practical applications for industrial, commercial, and retail markets. As a technology company, we help our customers enjoy the benefit of a supplier partner intently focused on delivering strong value-for-value relationships while turning innovation into value.

Job Summary

Provides effective customer service for internal and external customers by using knowledge of the company ERP system as well as communicating effectively with team members within the Customer Service department.

Essential duties and responsibilities include the following. Other duties may be assigned:

• Process customer orders, changes, or returns according to established department policies and procedures.
• Performs and follows procedures for contract review.
• Prepares quotations and applies appropriate pricing
• Provides timely and accurate information to customer requests for pricing, stock, order status and general information.
• Enters part numbers, pricing and description for item master entry into ERP system.
• Performs proactive follow-up work for customers by coordinating and expediting material to meet or exceed customer requirements.
• Fulfills customers' rush order needs with the essential understanding of accounts receivable, shipping, or other principals' requirements and/or cut off times.
• Understands pricing matrix for those assigned customer accounts.
• Identifies material that can be returned for credit and independently conducts necessary research.
• Problem solves in conjunction with outside sales to meet customer demands
• Works with Accounting to resolve disputed issues with sales orders.
• Completes assigned departmental projects.

Competencies:

• Strong business, creative, and technical writing skills
• Proficiency in MS office skills including Word, Excel, and PowerPoint
• Excellent oral and written communication
• Effective interpersonal, organizational, planning, and problem-solving skills
• Attention to detail and accuracy, and ability to multitask
• Thorough understanding of ERP systems required
• Ability to read and interpret procedure and product information manuals required

Required Education and/or Experience:

• Associate or technical degree, or
• 2-3 years of customer service experience

Work Environment:

• Position is an indoor office setting with moderate noise levels including voices, office equipment, and foot traffic sounds. Employee may interact with customers, sales representatives, and other internal departments.

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 position. 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 at desk for extended periods of time
• Use arms, hands, and fingers to handle, feel, open, and reach for items
• Listen to and talk with fellow staff and internal and external customers
• Occasionally crouch, crawl, kneel, and stoop
• Be able to lift 20 pounds

Travel:

• May travel occasionally for training.

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The competencies listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The candidate must possess strong interpersonal skills and have effective oral and written communication skills.