Customer Service Representative

About the Role

The Customer Service Representative provides comprehensive customer service to internal and external customers, anticipating needs and maintaining high-quality service through collaboration with Neff team members, customers, and vendors.

This is a non-supervisory position that reports directly to the Operations Manager. The role involves building and maintaining strong, positive working relationships with all stakeholders.

Responsibilities

• Receive incoming calls from customers to assist with product needs, issue resolution, order placement, and quote provision.
• Use established software to verify or create customer accounts, document past orders, quotes, pricing, and discounts accurately.
• Quote price, availability, and delivery options, send follow-up documentation, and maintain a quote pending file.
• Receive customer confirmation of quotes and initiate purchase orders.
• Maintain knowledge of product specifications, inform customers, and anticipate related needs.
• Source products within Neff Group and locate vendors for direct purchase of parts.
• Contact relevant parties to answer customer questions and provide support; refer customers as needed.
• Explore alternate methods for fulfilling customer orders, such as converting in-stock parts or ordering from outside distributors.
• Advise customers on the most cost-effective solutions.
• Track and resolve customer complaints regarding incorrect or delayed shipments; investigate errors to reduce future occurrences.
• Maintain a professional and courteous demeanor with all customers, developing rapport and anticipating needs.
• Perform other duties as assigned.

Requirements

• High School Diploma or equivalent; 2–3 years of relevant experience preferred, with some technical repair or sales experience.
• Ability to read, analyze, and interpret technical procedures and product information in English.
• Ability to write reports and business correspondence and effectively present information to customers, vendors, and coworkers.
• Proficiency in calculating prices, discounts, credits, and verifying stock and order quantities.
• Strong reasoning ability to define problems, collect data, establish facts, and draw valid conclusions.
• Mechanical aptitude regarding parts, their use, application, and limitations to make customer recommendations.
• Computer literacy, including software navigation, email, word processing, and spreadsheet development.
• Strong customer focus.

Working Conditions

• Office setting with ambient temperature and lighting; low noise level in a cubicle environment.
• Routine use of standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• Ability to focus on customer conversations while other discussions occur nearby.

Physical Demands

• Regularly required to sit; use hands and fingers to type and handle controls; and reach with hands and arms.
• Must be able to hear and speak clearly.
• Occasionally required to stand, walk, bend, and stoop.
• May occasionally lift items up to 25 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.