Customer Service Representative

Summary

Performs the day to day customer service functions, receives and enters sales order data into MRP System, assists Sales and Marketing, and assists Shipping and Receiving.

Essential Duties and Responsibilities

To include the following, other duties may be assigned:

1. Customer Service: Answers telephone calls and routes calls to the appropriate person or department; documents and data enters product sales orders, sample requests, complaints, and product returns from customers via phone, fax, email or other electronic means; distributes sales literature; and works with sales representatives to ensure customer's needs are being met.
2. Shipping and Receiving: Ensures all material leaving the building is packaged and shipped in an appropriate manner; considers the Inventory Control, Material Handling, and Customer specific needs; Ensures all material entering the building is received properly and placed in the appropriate area. Documents and reports work performed, issues, resource needs, and supply needs to management.
3. Trade Show Coordinating: Coordinates, schedules, and facilitates the procurement of marketing booth space and required amenities, sales and marketing materials, and product samples for trade shows; assists in arranging travel plans such as plane tickets, hotel accommodations, and rental cars for Sales and Marketing.
4. Data Entry / Report Generation: Gathers and enters Sales Tracing data into databases and spreadsheets; assists other departments with data entry needs as required; generates, prints, and binds reports.
5. Quality Assurance: Assists the Quality Assurance department with inspection procedures, internal audits, and other administrative functions.

Qualifications

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

1. Education / Experience: Associate's degree (A. A.) or equivalent from a two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
2. Language Ability: 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.
3. Math Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
4. Reason Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
5. Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Word word processing software; Microsoft Excel spreadsheet software; Customized Database inventory software; Microsoft Explorer internet software; Microsoft Publisher design software; Customized Database order processing systems and Microsoft Outlook contact management systems.
6. Certificate and Licenses: No certifications needed.
7. Supervisory Responsibilities: This job has no supervisory responsibilities.

Competency

To perform this job successfully, an individual should demonstrate the following competencies:

1. Attendance and Punctuality: Is consistently at work and on time; ensures work responsibilities are covered when absent, arrives at meeting and appointments on time and prepared.
2. Dependability: Follows instructions; responds to management direction; takes responsibilities for own actions; keeps commitments; completes tasks on time or notifies appropriate management.
3. Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
4. Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
5. Interpersonal: Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to other's ideas and tries new things.
6. Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
7. Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively; Able to read and interpret written information.
8. Leadership: Exhibits confidence in self and others; Effectively influences actions and opinions of others; Inspires respect and trust; Accepts feedback from others.
9. Business Acumen: Understands business implications of decisions; Demonstrates knowledge of market and competition.
10. Team Work: Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
11. Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
12. Organizational Support: Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
13. Adaptability: Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
14. Initiative: Volunteers readily; Seeks increased responsibilities; Asks for and offers help when needed.
15. Innovation: Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.
16. Judgment: Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
17. Motivation: Demonstrates persistence and overcomes obstacles.
18. Planning/Organizing: Prioritizes and plans work activities; Uses time efficiently.
19. Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
20. Quality: Demonstrates accuracy and thoroughness in work performed; looks for ways to improve and promote quality; monitors work to ensure quality.
21. Quantity: Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly and efficiently.
22. Safety and Security: Observes safety and security protocols; reports potentially unsafe conditions; uses equipment and materials properly.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

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.

While performing the duties of this job, the employee is frequently required to talk or hear. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and carry 30 pounds.