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Customer Service Representative

1 month ago

Batavia, New York, United States Graham Corporation Full time

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Description

Job Title: Customer Service Representative

Reports To: Director of After Market

FLSA Status & EEO Code: Non-Exempt & Administrative

Division/Department: Graham/After-Market Sales

Level of Work: II

Position Summary: The Customer Service Representative is responsible for scheduling customer orders, creating customer order acknowledgements and providing order status to customers. They will also provide product updates and strengthen customer relationships. This is a fast paced, high volume role that requires comfort with frequent verbal and digital communication with a sense of urgency.

Key Results Areas by level of work:

Level II: Service - Coordinating "production" with problem solving and prevention

Resource management (material and people)

* Practice positive cross functional engagement methodologies and serve as a key representative for the department
* The ability to advocate internally to meet customer expectations
* Manage personal performance through alignment with strategic goals of the business
* Cultivate and foster the company's core values.
* Maintain project documentation and information in a standard and accessible location.

Resource scheduling, output management and reporting

* Reviews and analyzes production status to ensure on-time shipment to customers.
* Provides proactive feedback on project status to customer and internal stakeholders as required.
* Update internal systems with real time project data as required.
* Maintains and reports on daily shipping values.

Continuous Improvement

* Continually improve procedures, processes and methods to effectively meet customer needs and organizational objectives.

Equipment & process maintenance

* Ensure safety of the employees and quality of the material throughout all processes.
* Can locate Quality Management System procedure, have read and understand relevant procedure and are aware of all procedure changes when they occur.
* Follow procedures to drive quality outcomes and ensure quality controls.
* Follow and be vigilant in accordance with all safety procedures and ensure proper protective equipment usage.

Professional Development

* Demonstrates initiative, positive attitude, and enthusiasm for the job
* Will follow up with manager on professional development goals and opportunities.
* Continually work to improve industry, customer and product knowledge.

Requirements

Qualifications:

To qualify for this position, an individual must possess the knowledge, training, experience and abilities required.

Education and Training

Associate's Degree or 2-3 years of on the job experience in manufacturing

High school GED

Other:

Minimal travel may be required

Project Management training

This position is on site in Batavia, NY

Skills:

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

Must have proficiency in MS office applications including spreadsheet, enterprise resource planning, database, and specialized application software.

Strong written and verbal communication skills required.

Strong organization and time management skills.

High attention to detail.

Ability to successfully plan and implement objectives within established timelines and work schedules.

Ability to analyze problems and develop effective solutions at both strategic and functional levels.

Demonstrate behavior consistent with company values.

Exhibits polite and professional communication via phone, e-mail and mail.

Maintain strict confidentiality regarding company matters.

Maintain a collaborative relationship with internal and external stakeholders.

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Adheres to safety and regulatory program requirements, policies, and procedures; promptly reports safety/health concerns; utilizes personal protective equipment as required; maintains organized, clean work environment.

Demonstrates knowledge of EEO policy; shows respect and sensitivity for cultural differences; educates others on the value of diversity; promotes a harassment-free environment; builds a diverse workforce.

Develops strategies to achieve organization goals; prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Speaks effectively and persuasively on controversial or complex topics; listens and gets clarification; ability to respond effectively to the most sensitive inquiries or complaints; writes clearly, correctly, and informatively.

Physical and Mental Demands

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

Physical demands: While performing the duties of this position, the incumbent is primarily required to sit, stand, walk, stoop, and bend. Required to speak and communicate clearly with others.

Mental demands: While performing the duties of this position, the incumbent is required to read, write, analyze data and reports, exercise judgment, develop plans, procedures and goals, present information to others and work under pressure.

Work Environment: This job primarily operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

Work Authorization/Security Clearance

Must be able to work in the U.S without sponsorship. Ability to obtain US government security clearance is desired.

This job description is not all inclusive but rather serves as a general guideline of the current needs of the position and can be modified at the discretion of management to meet current business needs. Experience and education requirements are the primary basis for awarding this position, however substitutions that are essentially equivalent may be made as they relate to the essential functions, duties, and responsibilities of this position

Salary Description

$21.00-$27.00/hour