Customer Service Rep

4 days ago

Charlotte, United States Rite-Hite Full time
Job Category: Customer Service & Contact Center Operations Schedule: Full time Job Description:

PURPOSE AND SCOPE

This position is responsible for ensuring customer satisfaction by timely and professional administration of all customer issues regarding their orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

  • This position acts as the focal point for the gathering and dissemination of information between customers, vendors, sales personnel, and the Arbon districts for new jobs and orders.

  • This position is responsible for gathering necessary order related information from all parties and assuring it is accurately communicated to those who need it. If unable to secure necessary information, this position is responsible for securing the assistance of the District Operations Manager, as needed.

  • Coordinate information flow for new equipment jobs using order logs, order management, and entry systems.

  • Create and maintain accurate and complete job files, work orders and information to include maintenance, reconciliations and filing processes.

  • Work with customers, contractors, and vendor to assure order requirements are achieved, orders are released, and shipping dates meet customer expectations.

  • Review vendor invoices for accuracy and properly code and post into corporate order management system and that they meet corporate accounting requirements.

  • Review job costs and gross profit to ensure accurate invoicing and minimize profit erosion.

  • Assist with resolution of collections issues.

  • Ensure incoming equipment orders meet standards per AQBP and advise appropriate parties if they do not.

  • Create and maintain accurate and complete job files.

  • Create Work Orders to support the equipment installation process.

  • Create purchase orders for allied equipment.

  • Maintain a strong working relationship with supported district's Installation Coordinators.

  • Enter and administer equipment orders for both Rite-Hite and allied equipment vendors following the appropriate procedures for each vendor. Maintain a smooth order flow, assure release dates and shipping schedule meet customer requirements. Expedite orders when necessary.

  • Review vendor invoices for accuracy and properly enter into the system for payment.

  • Process all submittals, contracts, insurance certificates, and any other similar documents necessary to release and invoice orders.

  • Assist District Management and sales personnel in resolving collections issues. This includes effectively interfacing with customers to ascertain and document billing procedures to assure timely payment of Arbon invoices.

  • Work to consolidate shipments to minimize freight costs while meeting customer requirements.

  • Review completed job files to ensure that profit erosion is minimized. Analyze and communicate variances to District management as required.

  • Cross-train with other administrative personnel to provide additional help during heavy workloads or back-up during absences.

  • Other Duties as Assigned.

EDUCATION and/or EXPERIENCE

The successful individual will possess:

Company Description:

Arbon Equipment - A Rite-Hite Company is the global leader in the manufacture and distribution of industrial loading dock and door equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity.

We Offer:

Arbon Equipment - A Rite-Hite Company provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package.

Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.

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