Customer Service Representative

2 months ago

Houston, United States Control Devices Full time
Position: Customer Service Representative

Reporting Line: Customer Service Manager

Department: Customer Service

Facility: GVC

Location: Houston, TX

FLSA Status: Exempt

Company Overview

Gilmore is an international business owned by Control Devices, providing flow control solutions for the Energy market. Based in Houston, Texas, it has a global network of distribution partners. The company values its workforce and aims to encourage personal development and growth.

Role Synopsis

The Customer Service Representative works within the sales, customer service and engineering teams to ensure delivery of customer requests.

Essential Duties & responsibilities (includes, but not limited to the following)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed herein are representative of the knowledge, skill, and/or ability required. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.

  • Liaison with engineering and outside sales to review customer bid technical specifications for quoting, including drawing review.
  • Define product and service requirements with customers.
  • Build relationships with existing and potential customers.
  • Responsible for accurate order entry into ERP system.
  • Work with operations and supply chain to provide accurate information to manage customer accounts, including on-time delivery and expediting orders.
  • Assist in document control by verifying customers' documentation requirements.
  • Ensure export compliance with accurate shipping documentation and understanding customers' export requirements.
  • Accountable for professional interfacing with potential and existing customers.
  • Acknowledge and respond to customer requests, orders, standard quotations, terms and conditions, and/or delivery status/schedule in a timely manner.
  • Review open orders for delivery status and maintenance.
  • Assist with complaints by collaborating with Customer Service Manager for successful resolution.
  • Assists with the preparation of product support materials and promotional information consistent with Sales Department goals.
  • Maintain and manage special project.
QHSE Responsibilities
  • Demonstrate a personal commitment to Quality, Health, Safety and the Environment
  • Apply Gilmore, and where appropriate Client Company's, Quality, Health, Safety & Environment Policies and Safety Management Systems
  • Promote a culture of continuous improvement, and lead by example to ensure company goals are achieved and exceeded
Qualifications/Work Experience

Education

Essential
  • Minimum of a high school diploma or G.E.D..
Preferred
  • Bachelor's degree in Business or similar from an accredited college/university.
Experience/Skills

Essential
  • Up to four (4) years order entry experience or customer service experience.
  • Working knowledge of transportation and logistical compliance, including incoterms.
  • Excellent office communication and customer service skills.
  • Ability to work independently and as a team.
  • Working knowledge of PC based software tools, including ERP systems, MS Office and Outlook.
  • Strong communication skills and ability to communicate effectively with various skillsets.
  • Ability to multitask
Physical Demands

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.
  • Capable of traveling to various facilities around the regions, as well as international locations for meetings or training as necessary and directed.
  • Ability to lift and carry files, packages, boxes weighing up to fifty (50) pounds.
  • Natural or corrected vision to read printed materials and computer screen.
  • Natural or corrected hearing and speech to communicate in person and over the telephone.
  • Capable of properly using standard office equipment, including telephone, and a computer with keyboard.
  • Ability to wear required Personal Protective Equipment (PPE). Includes hard hat, steel toed shoes, safety glasses, etc.
Work Environment

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform the essential functions.
  • Work will mostly be performed indoors in a controlled environment. Some exposure to the manufacturing and shop areas, which are open, and not air-conditioned.

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