Customer Service Representative

2 weeks ago

Marietta, United States Alliance Industries Inc Full time
Job DescriptionJob Description

SUMMARY

The Customer Service Representative attracts potential customers and maintains current customers by answering service and product questions. Provides customer service support to the organization by obtaining, analyzing and verifying the accuracy of order information in a timely manner. The Customer Service Representative initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may also be assigned.

Technical – Job-Specific

  • Completes daily, weekly, monthly calls in set industry or by region as assigned.
  • Answers incoming calls to help customers with their needs and concerns.
  • Sends literature to current and potential customers and follow up via email or regular mail.
  • Sends out data questionnaires to customers to gather information for potential jobs.
  • Assists with setting up appointment/site visits for salesman, project manager, or field supervisors.
  • Answers all product and service questions from customers and effectively resolve any issues or complaints that arise.
  • Sets up and complete parts sales orders.
  • Writes up and manages equipment quotes.
  • Updates customer information in the CRM database.
  • Maintains and updates job files
  • Report and fix discrepancies as they arise (duplicates, incorrect address/phone number, change of ownership, change of primary contact, etc.).
  • Handles collection and billing for customers with past due accounts

Communications

  • Reads and comprehends instructions and correspondence; asks appropriate questions and performs the instructed task.
  • Effectively and respectfully communicates with supervisor and coworkers in verbal and written formats.
  • Effectively presents information in one-on-one and small group situations.
  • Coordinates all communications between floor supervisors and management; demonstrates effective verbal communication skills.
  • Influences and encourages a free flow of information between employees and management.
  • Effectively teaches technical and nontechnical aspects of jobs to employees with various levels of experience.
  • Acts as a role model in the communications with employees and management.
  • Holds ultimate accountability for communications within their work cell.

Documentation

  • Prepares and completes appropriate reports as needed
  • Completes all required documentation in a coherent, legible and timely manner.


Production

  • Manages own time to ensure he/she remains productive.
  • Capable of working independently and with others.
  • Conscientious about work quality and work area neatness.
  • Consistently meets or exceeds job specific production goals.
  • Demonstrates understanding of employee and management needs.


Technical – General

  • Excellent interpersonal communication skills
  • Adheres to company ethics, code of conduct, and all applicable policies and procedures.
  • High degree of computer (PC based) skills. To include MS Outlook, Excel, Word, Power Point, and data base programs, i.e., Goldmine
  • Demonstrates self-motivation, self-discipline and attention to detail.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

  • High school diploma or general education degree (GED) and/or;
  • One to two years related experience and/or training; or equivalent combination of education and experience

Language Skills

  • Read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Write reports, business correspondence, and procedure manuals
  • Effectively present information and respond to questions from groups of managers, clients, customers, and the general public

Mathematical Skills

  • Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
  • Apply concepts of basic algebra and geometry

Reasoning Abilities

  • Define problems, collect data, establish facts, and draw valid conclusions
  • Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

PHYSICAL DEMANDS

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

Performance of this job requires the employee to:

  • Frequently stand; walk; reach with hands and arms; stoop, kneel, crouch, or crawl; and use the ability to talk/hear
  • Regularly use hands to finger, handle, or feel
  • Occasionally sit, climb or balance
  • Must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds
  • Exhibit specific vision abilities which include but are not limited to close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

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