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Customer Service Representive
1 month ago
Acts as liaison between the Company and the customer and/or sales representative concerning quotes, orders and other inquiries. Investigates and offers solutions to customer challenges.
Essential Duties and Responsibilities include the following:
- Through JD Edwards software system, process inquiries, orders, and requests received from domestic and international customers by telephone, fax, mail or company employee.
- Utilize the company's CRM (Salesforce) to enter in cases, liaise with engineering/supply chain and other departments as needed to be able to turn around quotations and proposals.
- First line response to customer requests for parts availability, price quotations, delivery dates, and tracking of orders.
- Accurately update, maintain, and modify accounts in the ERP database from information received, according to department procedures.
- Collect information needed for credit such as Letters of Reference and Bank References; provide information to accounting for approval of establishing credit limits.
- Proactively follow-up on all quotations within set timeframe; up-sell/cross-sell when appropriate.
- Maintain thorough knowledge of company products, customer requirements, and company procedures and practices relating to pricing, accounting terms and conditions and shop practices.
- Handle customer contacts in such a manner that there is continuous customer confidence in the Company, its products, its personnel, and its policies.
- Establish and maintain collaborative relationships with customer decision makers, Rep agents, and internal functional partners.
- Effectively research and utilize data to develop sales opportunities.
- Other duties may be assigned.
This position does not have any supervisory responsibilities.
Education
Bachelor's Degree preferred. Associates degree (A.A.) or equivalent from a two-year college or technical school and a minimum of 3 year(s) related customer service/inside sales experience; or equivalent combination of education and experience with an emphasis in customer service and inside sales.
Skills/Experience
Language Skills: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Bilingual is preferred but not required.
Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, margins, markups, percentages, area, circumference and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability: Plan and perform a wide variety of duties requiring general knowledge of company policies and procedures applicable within area of responsibilities, and including their application to cases not previously covered. Requires considerable judgment to work independently toward general results, devising methods, modifying or adapting standard procedures to meet different conditions, making decisions based on precedent and company policies.
Other Skills and Abilities
- Demonstrates PC skills, Microsoft Office and JD Edwards proficiency
- Experience with Salesforce.com a plus
- Proven experience in related field
- Ability to read and interpret engineering drawings is a plus
- Must possess a valid driver's license for state of residence and be insurable under the company's motor vehicle policy
Travel
Travel is not required.
Physical Demands
To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk and hear. The employee may occasionally be required to crouch. The employee may occasionally lift items as heavy as 10lbs.
DISCLAIMER: The above information on this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts management's right to assign duties and responsibilities to this job at any time.
