Customer Service Rep I

Customer Service Representative

Basic Scope/Purpose:(The job's primary purpose or contribution to the department or organization.)

The Customer Service Representative supports all activities related to the timely entry of customer orders, price and availability requests, customer communication, and other critical sales documents. The Customer Service Representative plays a key role in resolving customer issues. The person fulfilling this role will be responsible for capturing the voice of the customer through various means. In addition, the Customer Service Representative will work closely with our field sales teams, product managers, and supply chain. This position may have the opportunity to work remotely as advised by the Customer Service Supervisor and Management.

Principal Accountabilities:(The job's essential or most important functions and responsibilities.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

•Accurate and timely entry of customer's orders.

•Responsible for the overall coordination of internal resources to fulfill customer purchase orders from order entry through shipment. This includes working with product managers and supply chain as needed.

•Responsible for fostering a team atmosphere and a professional environment.

•Assist field sales team, product managers, supply chain with issues related to order entry and order processing.

•Review and enter sales order change requests. Utilize formal processes to determine whether changes can be accepted.

•Follow-up on orders and communicate any updates to the customer in a timely manner.

•Investigate and trouble shoot customer issues as well as enter and update customer complaints in the customer case file.

•Opportunity for advancement at the discretion of the customer service supervisor as additional duties are implemented and department metrics are met.

•Commitment to Fenner's Quality Culture and Continuous Improvement.

•Other duties as assigned.

•Maintain and Promote Fenner Precision Polymers Values and Behaviors at all times.

•Accurate and timely entry of customer's orders.

•Responsible for the overall coordination of internal resources to fulfill customer purchase orders from order entry through shipment. This includes working with product managers and supply chain as needed.

•Responsible for fostering a team atmosphere and a professional environment.

•Assist field sales team, product managers, supply chain with issues related to order entry and order processing.

•Review and enter sales order change requests. Utilize formal processes to determine whether changes can be accepted.

•Follow-up on orders and communicate any updates to the customer in a timely manner.

•Investigate and trouble shoot customer issues as well as enter and update customer complaints in the customer case file.

•Handle customers with specific requirements including customer portals.

•Overseeing electronic order processing.

•Customer service representative II may also share responsibilities of offering price and availability quotes to customers through the incoming phone loop. Not all persons at this level will have phone coverage responsibilities.

•Other duties as assigned.

•Opportunity for advancement at the discretion of the customer service supervisor as additional duties are implemented and department metrics are met. These duties may include phone loop coverage and specific territory support.

•Commitment to Fenner's Quality Culture and Continuous Improvement.

•Maintain and Promote Fenner Precision Polymers Values and Behaviors at all times.

•Responsible for fostering a team atmosphere and a professional environment.

•Assist field sales team, product managers, supply chain with price and availability quotes, purchase order status, customer requirements. Fostering new business opportunities and trouble- shooting issues.

•Follow-up on larger dollar quotes and new opportunities communicating status to the field sales team and the customer. Keeping track of these larger opportunities from initial request to orders received.

•Assist with general order entry duties if needed and instructed by the customer service supervisor.

•Investigate and trouble shoot customer issues as well as enter and update customer complaints in the customer case file.

•Administer new customer documents and set up new customer accounts.

•Manage inbound customer call loop and incoming quote requests.

•Partners and supports field sales team in their given territory.

•Other duties as assigned.

•Commitment to Fenner's Quality Culture and Continuous Improvement.

•Maintain and Promote Fenner Precision Polymers Values and Behaviors at all times.

Career Progression Opportunities: (example: junior or senior levels)

There are 3 levels of customer service that associates can learn.

Customer Service Representative I:

•Requires 0-2 years of experience

Customer Service Representative II:

•Required 2-3 years of experience

Customer Service Representative III:

•Required 3+ years of experience

Education and/or Relative Experience:(The level of education and/or experience needed to successfully accomplish the essential duties of this job.)

•High school diploma or general education degree(GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations(The licenses, certificates or registrations that are required to perform the essential duties of this job.)

•None Required

Environmental, Health & Safety Accountabilities:(The level of safety accountability needed to successfully accomplish the essential duties of this job.)

•Learn and follow EHS policies, rules and work instructions

•Attend required EHS training

•Wear the required PPE at all times

•Take personal responsibility for keeping yourself and your co-workers and visitors free from injury by participating in and/or conducting risk assessments, work place inspections, corrective actions and safety observations

•Report incidents, near miss, unsafe conditions, unsafe acts and other hazards in the work place. STOP WORK when imminent danger is present

•Maintain work area in a neat and orderly fashion and keep equipment in proper working condition.

Notice to Staffing Agencies, Placement Services, and Professional Recruiters

Fenner Precision Polymers has an internal Staffing Department. Recruiters are hereby specifically directed NOT to contact Fenner employees directly in an attempt to present candidates.

Fenner will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Fenner, including unsolicited resumes sent to an Fenner mailing address, fax machine or email address, directly to Fenner employees, or to Fenner's resume database will be considered Fenner property. Fenner will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Fenner will consider any candidate for whom a Recruiter has submitted an unsolicited resume to have been referred by the Recruiter free of any charges or fees.

Fenner will not pay a fee to any Recruiter that does not have a signed Fenner contract in place specific to the position for which the resume was submitted.

Recruiting vendor agreements will only be valid if in writing and signed by Fenner's Vice President of Human Resources or his or her designee. No other Fenner employee is authorized to bind Fenner to any agreement regarding the placement of candidates by Recruiters. By submitting a candidate to Fenner, recruiters agree to be bound and comply with this policy.

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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