Customer Service Representative

Functional Overview

Responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department and FSC.

• Enters customer orders/collects payment from walk-in customers
• Scans necessary POD documentation into ERP system
• Processes customer orders/changes/returns according to established department policies and procedures
• Logs and tracks RMAs (Return Material Authorization) from customers and informs the quality, manufacturing and senior management teams as needed
• Works closely with the credit department to resolve disputed credit items
• Follows up and tracks down on customer credit resolution
• Provides timely feedback to the company regarding service failures or customer concerns
• PARTNERS WITH THE SALES TEAM TO MEET AND EXCEED CUSTOMER’S SERVICE EXPECTATIONS
• Checks availability of inventory or production
• Provides information to logistics personnel and/or outside field service personnel related to arranging freight and picking up orders
• Solicits information from sales representatives if information is required
• OTHER FUNCTIONS AS ASSIGNED AND NECESSARY, THESE WILL INCLUDE LIMITED ADMINISTRATIVE TASKS THAT ARE INVOLVED IN MEETING CUSTOMER’S NEEDS
• Reviews customer requests missed shipments etc.
• Able to navigate in ERP system and find information regarding inventory levels, manufacturing, and shipping forecast
• Downloads data from ERP system in Excel to set up documents to support customer needs

Requirements

• High School Diploma or GED required
• AS or AA degree preferred
• Good client/customer focus
• Excellent problem-solving skills
• Organized and detail oriented
• Good communication skills, both written and verbal
• Willing to work in a team environment
• Well versed in Microsoft Office, Excel, etc.
• Experience navigating in ERP systems
• Prior customer service experience

Qualifications

• Must have good client/customer focus
• Must have excellent problem-solving skills
• Must be organized and detail oriented
• Must have good communication skills, both written and verbal
• Must be willing to work in a team environment
• Should be well versed in Microsoft Office, Excel, etc.
• Experience navigating in ERP systems
• Prior customer service experience

Skills

• Excellent customer service skills
• Knowledge of company products and programs
• Effective communication skills
• Problem-solving skills
• Organizational and detail-oriented skills
• Microsoft Office proficiency
• ERP system navigation

Benefits

• Major Medical
• Dental
• Vision
• 401K
• PTO
• and many other great perks

Pay

• Competitive salary based on experience

Schedule

• Full-time role in office/warehouse environment

Company Information

• Englert Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.