Customer Service Support Representative

Responsibilities

• Process orders by entering customer POs into the ERP system and providing customers with any information related to customer PO as needed, such as tracking, invoices, order confirmations, quotes, etc., for the assigned divisions.
• Update the open order backlog based on the weekly report from the group supervisor and email the change order confirmation to customers.
• Responsible for assigning quotes to the sales team and maintaining our SharePoint for RFQ, including request status, ownership, due dates, supporting documentation, and follow-up activity.
• Provide timely customer service to customers via phone and email in the designated territory for all assigned divisions; troubleshooting/ researching issues and working with the Sales Manager as needed.
• Answer incoming calls to the Customer Service Main line to assist customers with requests for pricing, availability, order placement, or other issues related to existing or future orders, as well as handling daily incoming fax verification.
• Process customer return requests in the ERP system, issue an RMA number to the customer, and process replacement orders when approved, and communicate return instructions, status updates, and follow-up information to customers.

Qualifications

• A High School Diploma or equivalent required.
• Experience in customer service desired.
• Excellent written and verbal communication skills are essential.
• Must be a team player with a positive attitude and demeanor.
• Must have ability to prioritize competing requests and meet deadlines in a fast-paced environment.
• Must be highly organized with excellent attention to detail.
• Good working knowledge of MS Office programs such as Outlook, Excel, Word and Power Point.
• Must have ability to read, write, and communicate effectively in the business language (English).