Customer Service Representative

4 weeks ago

Radford, United States Mars Full time

Job Title: Customer Service Representative Reports To: Customer Service Manager Location: Radford, Virginia Summary The Customer Service Representative will perform a variety of duties, including order verification and order entry. This position will be an essential customer liaison, responsible for promoting and maintaining positive customer relations, responding to customer inquiries regarding order and repair status, as well as price and delivery inquiries. This is a perfect position for individuals that thrive on providing solid solutions to any issues that may arise. Essential Duties and Responsibilities Act as a liaison between Facility and Customer by effectively communicating day-to-day issues impacting customers. Receive incoming calls with the goal of immediate resolution or re-direct call to appropriate associate to support service standards of 95%+ accessibility and first call resolution. Provide quotations on standard products utilizing tools or procedures. Enter orders into ERP system within 24 hours of receipt of order with high accuracy levels. Act as the customer advocate with internal teams. Review and validate customer requests for credits/debits. Promote/train distributors and customers in the use of self-service tools. Issue RMA’s (Return Material Authorizations), interpret and quote repair policies and procedures. Follow-up and obtain approvals where needed. Work with Operations to expedite deliveries as required by customer. Maintain customer records in accordance with Thomson policy to include orders, credits, and other customer-facing documents. Promptly address customer issues or complaints with the assistance and or input of other internal associates. Expected Outcomes Prompt responses to customer inquiries. High level of productivity according to standards. Information in systems is accurate and up to date. High level of perceived customer service and satisfaction. Team members actively helping each other to achieve team objectives. Education and Experience Requirements High School Diploma/GED. 2 years required experience. Prior use of Microsoft Office Products (Excel, Word, Power Point & Outlook). Previous experience with an ERP system preferred. Superior telephone etiquette. Demonstrated ability to work independently and in a team environment. Strong organizational skills. Ability to deliver satisfactory solutions to the customer while operating within policies and procedures. Ability to lead by example, setting high standards for effective communications both internally and externally. Benefits Medical, Dental, Vision and Prescription Drug Coverage. Spending accounts (HSA, Health Care FSA and Dependent Care FSA). Paid Time Off and Holidays. 401k Retirement Plan with Matching Employer Contributions. Life and Accidental Death & Dismemberment (AD&D) Insurance. Paid Leaves. Tuition Assistance. About Regal Rexnord Regal Rexnord Corporation (“Regal Rexnord”) is a leading manufacturer of electric motors, electrical motion controls, power generation and mechanical power transmission products and sub-systems, serving customers around the world in the general industrial, consumer, commercial construction, food & beverage, and alternative energy end markets, among others. Regal Rexnord sells its products and solutions to OEMs, through distributors, and directly to end-users. Regal Rexnord is a $7.2B company with 36,000 associates globally. You may not know it, but Regal Rexnord impacts your life every day. The company’s products enable the fans in HVAC systems that keep us comfortable; the power source that keeps smart buildings running; the agricultural and food service equipment that keeps us fed; and the conveyer systems that keep e-commerce flowing, to name a few of the applications where our products are used. Regal Rexnord’s business purpose is to create a better tomorrow by energy-efficiently converting power into motion. This means creating innovative solutions while focusing on both customer needs and the company’s commitment to sustainability. Equal Employment Opportunity Statement Regal Rexnord is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity, age, ancestry, national origin, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Regal Rexnord is committed to a diverse and inclusive workforce. #J-18808-Ljbffr

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