Customer Service Representative

Essential Duties & Responsibilities

• Provide product quotes as needed in conjunction with outside sales and product availability to customers.
• Receive and enter customer orders (internal and external) into computer system.
• Request and obtain delivery commitment from Scheduling and confirm order delivery with customer.
• Resolve any discrepancy between customer requested ship date and production’s available to ship date.
• Provide direct and indirect customers with service part #s, availability and/or Aftermarket Supplier partners as needed.
• Evaluate and issue Return Material Authorizations per company policy.
• Issue other miscellaneous customer credits and debits in conjunction with outside sales as required to effectively serve customers in accordance with company policy.
• Maintain customers’ hard copy files including customer purchase order, customer acknowledgements, pertinent correspondence, invoices, shipping paperwork, RMA documents, credit/debit memos, etc.
• Support outside sales teams as needed with order status, customer account status, etc.
• Support customers from initial inquiry through final resolution, including communicating with customers as appropriate.

Qualifications / Training / Skill Requirements

• Experience with data entry including software knowledge and experience using basic tools such as email, spreadsheets, and word processing programs.
• Able to prioritize multiple demands and work interrupted with high degree of accuracy and follow through.
• Able to analyze and determine customer needs and enlist help from other departments to determine best course of action.
• Able to communicate effectively through verbal and written means.
• Ability to resolve and manage customer conflict while maintaining professional demeanor and utilizing customer care techniques.
• Strong organizational skills required.
• Mechanical aptitude a plus.
• Strong multitasking skills with a proactive, self‑driven approach and a commitment to enhancing processes and procedures.

Education Requirements

• Associates’ or Bachelor’s Degree in business, customer service or related area preferred, and/or equivalent work experience.
• High School Diploma or GED required.

Experience Requirements

• 2+ years’ experience within a team setting and/or customer service environment preferred.
• Demonstrates interpersonal and team social skills.
• Proficiency in Microsoft Office required.
• MRP experience preferred.

Physical Demands

• Must be able to verbally communicate in articulate and enunciated manner.
• Ability to sit for prolonged periods of time while performing repetitive clerical tasks such as typing and filing.

Core Values

• Integrity
• Dedication
• Bold/Humble Attitude

Benefits

• Medical, dental, and vision insurance
• Life, travel, and disability insurance
• A flexible spending account
• 401K plans
• A pension plan
• Paid holidays and vacation
• Financial assistance programs for adoption or further education
• A comprehensive wellness program
• An Employee Assistance Program