Customer Service Representative

Job Title

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.

Equal employment opportunity, including veterans and individuals with disabilities.