Customer Service Representative

1 week ago

Toms River, United States PennEngineering Full time
This position is full-time, Mon-Fri 8a-5p. Hybrid remote potential once fully trained.

Rate $19/hour plus quarterly bonus.

Summary

Processes customer requests over phone, by fax and E-mail in an accurate, timely manner to ensure customer satisfaction. Resolves customer complaints in a timely manner to ensure customer and company satisfaction. Coordinates foreign sales and services. Answers incoming calls and forward to appropriate person and/or department.

Essential Duties and Responsibilities
  • Using computerized system, takes telephone, fax and E-mail orders and assists in placement of orders. Opens new accounts and updates existing information in IQMS while ensuring Sales is aware of any changes. Quotes rates using IQMS.
  • Resolves customer complaints, problems and inquiries concerning delinquencies, pricing procedures, products, short shipments/discrepancies, billing, RMA, credits, etc. in a courteous and efficient manner. Assists Accounting with deductions and issues with invoices.
  • Coordinates Customer Requests with Production, Purchasing, Accounting, Shipping, Quality Control, Lab, and Engineering regarding status of materials in progress, incoming product information, technical questions, and shipping of products, etc.
  • Maintains a positive relationship with customers and distributors by responding to inquiries with a sense of urgency, having a positive attitude, maintaining effective communication, etc.
  • Keeps supervisor informed of all customer complaints on product immediately to initiate a corrective action. Follows domestic and foreign trade regulations.
  • Processes documentation which includes, but is not limited to, customer orders, change order requests, and expedites. Processes documents, such as commercial invoices, packing slips, and export declarations. Prepares NAFTA and Country of Origin paperwork when necessary.
  • Receives and processes export orders.
  • Follows all departmental procedures to ensure quality requirements are met.
  • Performs other duties as required.


Qualification Requirements

Education and/or Experience

High School diploma and 1+ years experience. Must be computer literate. Must have excellent listening and communication skills and be well organized

Language Skills

Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals, short correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Must have excellent communication/telephone skills and attendance.

Mathematical Skills

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.

Reasoning 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.

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 regularly required to sit; use hands to finger, handle, or feel; and talk and hear. The employee is occasionally required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Work Environment

While performing the duties of this job, the employee is indoors. The noise level in the work environment is moderate. Anytime that the employee is in the plant, he/she is required to follow all safety rules and procedures including, but not limited to, using required Personal Protective Equipment (PPE).

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