Customer Service Representative

Primary Duties

• Receives telephone, email, fax or walk-in requests for price quotations, purchase orders, order changes, adjustments, and cancellations directly from domestic customers, original equipment manufacturers, and distributors.
• Achieves and maintains rapport with customers and works to give them the best possible service.
• Supports the Outside Sales Team.
• Uses ERP systems to retrieve customer information, stock status information, the status of purchase orders, and to make changes on customer purchase orders.
• Ensures that correct codes are used for retrieving and inputting information.
• Tracks and follows up on inquiries, quotations and orders through our ERP systems.
• Works closely with suppliers and warehouse expeditors regarding deliveries of scheduled shipments.
• Ensures that all required documentation is obtained and forwarded to customer.
• Interface with our suppliers on technical, pricing and delivery issues.
• Responds to inquiries in a timely manner with good phone selling skills.
• Affords assistance to accounts receivable with payment and credit hold issues.
• Affords assistance in managing supplier relationships.
• Ensures that the highest level of customer service is provided promptly and ethically.
• Generates and maintains accurate required documentation, including quotations.
• Addresses and resolves all customer requests and/or complaints utilizing a positive, creative approach.
• Collaborates with all appropriate departments and personnel to ensure customer satisfaction.
• Develops ideas that help MFCP improve customer service, systems and procedures.
• Maintains a safe, clean and organized work area.
• Adheres to strict Safety Guidelines.

Minimum Requirements

• A high school diploma or equivalent.
• Excellent written & oral communication and strong relationship building skills required.
• Detail oriented with solid organizational skills and the ability to prioritize and multi-task in a fast-paced work environment.
• Strong computer skills including use of MS Office (Word, Excel & Outlook), with a willingness to learn new software programs.
• Experience with Epicor Prophet 21 a plus.
• Must be a good listener with above average reasoning ability and make minimal mistakes.
• Must be a good learner who can assimilate product knowledge and skills as they are presented.
• Experience with distribution and familiarity with our product lines, a plus.
• Must be able to work with a wide variety of people and personalities.
• Maintain regular and punctual attendance.
• Previous background should include knowledge of parts and nomenclature as well as a demonstrated ability to work well with customers and suppliers.

Benefits

• Medical
• Dental
• Vision
• 401(k) Investment Plan
• Life Insurance
• Paid holidays/vacation/sick time