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.
• Provides support to 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.

Basic Requirements

• 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.

Physical Demands And Work Environment

• Work environment mainly office, but may vary including warehouse containing moving equipment, fluctuating temperature and inventory in various storage arrangements, office work, manufacturing, machine shops, agricultural operations, and any other specific business operations of current or potential vendors and customers.

Benefits

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