Customer Service Representative

2 weeks ago

Pacific, Missouri, United States Walker Products Inc. Full time
Job DescriptionJob Description

Job Title: Customer Service Representative

Department: Customer Service

SUMMARY: A Customer Service Representative is responsible for providing exceptional customer service and support to customers. Responsible for maintaining orders, quotes, contract pricing, and correspondence material for customers. Logs and records customer contacts; takes orders and processes sales orders to shipping.

PRIMARY RESPONSIBILITIES:

  1. Maintains positive customer relations with established customers or new accounts.
  2. Contacts customers to determine needs.
  3. Takes and processes sales orders - arranges for shipping.
  4. Informs customer of ship date, pricing, and verification.
  5. Calling new customers leads to establish working relationship for possible business sales and transactions. Generates weekly customer contact log. Records pertinent customer information.
  6. Solicits sale of new or additional services.
  7. Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
  8. Records customer complaints and warranty returns.
  9. Issue any necessary credits to customer accounts for returns or shortages.
  10. Review part shortages to give the customer better fill rates and to notify customers of any anticipated delay.

ADDITIONAL RESPONSIBILITIES:

  1. Maintains customer files according to department protocol.
  2. Notify Shipping of any necessary documents for international shipments.
  3. Notify Shipping of any packaging or labeling instructions for customer orders.
  4. Track payment on in advance customers and releasing shipments as payment is made.
  5. Develop good relationships with outside sales representatives.
  6. Because of the changing nature of our business, this job description will inevitably change. The employee will, from time to time, be required to undertake other activities of a similar nature that fall within his/her capabilities as directed by management.

EDUCATION AND SKILL REQUIREMENTS:

  1. Must have computer experience in Excel, Word, and Access.
  2. Must be detail oriented.
  3. High school degree or GED required
  4. Ability to follow directions
  5. Excellent customer service skills

WORKING CONDITIONS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

The employee frequently is required to use hands or fingers, handle objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift/move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and ability to adjust focus.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other duties requested by an authorized person. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

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