Customer Service Rep

3 weeks ago

Glencoe, United States Miller Manufacturing Full time
Who are we?

Miller Manufacturing Company is a market-leading manufacturer, distributor and marketer of farm, ranch, and pet products which are sold under the brand names of Little Giant®, Hot-Shot®, Springer Magrath®, Double-Tuf®, Pet Lodge®, and API®. At the core of Miller's values is our commitment to American manufacturing, with most of our products designed, manufactured, and distributed here in the United States.

Why join our team?

At Miller, we're a company of healthy growth. We started as a small family business back in 1941 and have been growing steadily over the past 75+ years. Today, we're a leading manufacturer of over 1,000 farm, ranch and pet products, and are proud to employ over 350 people between our Eagan and Glencoe facilities. We're always looking for top talent to join our team. If you're ready to take your career to the next level, we want to talk to you

Shift: Day Shift

Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty listed below satisfactorily.

  • Order Management:
    • Take primary responsibility for the accuracy of inbound order transactions to place customers 'orders.
    • Complete detailed schedule work in M3 related to special pickup dates, order hold/release, delivery windows, or other customer requirements to ensure delivery is completed on time and complete.
    • Track shipments and provide reference documentation, as requested by customers to give the customer the most accurate information prior to arrival.
    • Mastery of all reference materials, including customer types and applicable programming such asfreight, defective, shipping discrepancies and new store allowances to manage the customersNOI.
    • Solid understanding and ability to accurately follow complex policies
    • Export Compliance
    • Consumer Claims
    • Electronic Prod (livestock handling) Requests
    • Rush Request Handling
    • Credit and Invoice Processing
    • Credit Card Payment Processing
    • Return Policies related to documentation, communication, system entry requirements,transport arrangements and restocking charges.
    • Working knowledge of Backorder Reporting and a willingness to pursue internal contacts to confirm estimated ship dates.
  • Customer Relations:

    • Provide timely and effective responses to customer inquiries via telephone and writtencorrespondence to support response times within 24 hours.
    • Answer customer service calls, from both customers and end consumers to ensure all concerns,ideas and issues are being addressed.
    • Utilize phone systems following standard procedure to enable accurate reporting
    • Participate in ongoing product training, based on improvements, new item launches to help better serve or end consumers and customers.
  • Sales:
    • E-mail new pricing, new product information and promotion communication to help drive grossrevenue and margin increases.
    • Promote products and augment sales while managing customer service inquiries to help hit yearly KPI goals.
    • Provide support by assisting sales with research and organizational assistance for atypical and/or infrequent customer inquiries to better serve customers.
    • Assist in sales meeting preparation to better under customer's needs, wants and concerns.
    • Primary Miller contact for customer web portal and web access accounts to make sure as data is accurate and orders can process efficiently.
    • Understand and coordinate internal efforts to minimize the potential for Miller to incur customer fines and lost revenue.
Knowledge, Skills and Abilities (KSA's): The requirements listed below are representative of the knowledge, skill and/or ability required to successfully perform the essential functions of the job.
  • Knowledge, Education, Experience and/or Certifications:

    • Requires a high school diploma or general education degree (GED), three to five years of related experience and/or training, or the equivalent combination of education and experience.
    • Demonstrated high proficiency with all programs in Microsoft Office Suite.
    • Exceptional PC skills including Manufacturing software and Microsoft Office Suite.
    • On-the-job training may be required.
  • Skills & Abilities:

    • Communicate effectively with co-workers and management.
    • Fill out general communication paperwork in written form legibly so as to be understood.
    • Read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations and professional drawings.
    • Write reports, business correspondence, and procedure manuals.
    • Present information to and respond to questions from groups of managers, clients, customers, and the general public.
    • Apply common sense understanding to carry out detailed, but non-engaging, written and oral instructions.
    • Define problems, collect data, establish facts and draw valid conclusions.
    • Apply good judgment in recognizing scope of authority.
    • A qualified candidate must possess the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, fractions, and decimals.
    • Apply abstract concepts such as fractions, percentages, ratios, and proportions to practical 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.

Lifting Requirements: Occasionally 1-10lbs, rarely 11-35lbs.

Movement Requirements: Continuously sitting, talking or hearing, bending the neck side-to-side or front-to-back, typing, pinching/finger manipulation. Frequently walking, touch/feeling, grasping/turning the wrist. Occasionally standing, kneeling/crouch/squat, reaching upward or outward.

Pre-employment drug screening and background check is required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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