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Customer Service Rep

2 months ago

Livermore, United States Select Staffing Full time
Description

Job Description

Title: Customer Support Rep Location: Livermore, CA

Department: Administrative

Employment Type: Full-Time

Job Summary

The primary role of a Customer Support Rep is order entry, order management and to service existing customer relationships. This position is the liaison between production, sales, and our customers. This role is also vital to assure adherence to contractual customer requirements while delivering on customer expectations, both internal and external. Customer Service Reps will be assigned to specific customer accounts, or to a specific District Sales Manager.

Duties/Responsibilities:
  • Direct general customer service- for both end-users and distribution partners via phone and email.
  • Respond to Sales inquiries, expectations, and delivery management.
  • Prepare quotes in Epicor and submit them directly to the customer or as directed by sales.
  • Process customer Purchase Orders in Epicor upon receipt from customer (email or customer web portal) or when forwarded from sales.
    • Convert existing quotes in Epicor.
    • Identify account based, or transaction based special instructions.
    • Alert sales when customer need by dates or on the PO are not achievable prior to finalizing Sales Order.
    • Audit Sales Order for accuracy - ship to address, need by dates, order price, customer part number, and quantity. (Verification of all EDI and manual orders.)
    • Acknowledge directly to the customer that their purchase order has been processed and our commit/promise dates. If commit date is not yet available, confirm and update when it becomes available.
  • Order Management- utilize Production Report, Epicor, and order status tools to:
    • Monitor orders daily for on-time ship date or promised delivery. Raise any issues to the corresponding DSM.
    • Communicate with DSM daily to understand priority and manage customer ship/need by dates.
  • Daily interaction with other support departments, including Finance, Sales, Purchasing, Engineering and Product Management.
  • Return Management (RMA) Duties.
    • Create and send out RMA documents to customers as needed.
    • Track RMAs through the complete process and ensure credit memos are sent to customers.
  • Awareness and adherence to all documented sales operations processes.
  • Open corrective action cases in Epicor on every opportunity for process improvement.
  • Performs other related duties as assigned by management.
Qualifications and Experience:
  • 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.
  • Computer skills required: Epicor, Microsoft Office, PowerBI and web-based portals.
  • Ability to manage multiple priorities and the flexibility to adapt to internal and external workflow.
  • Highly organized, efficient with exceptional attention to detail.
  • Strong communications skills, both oral and written, that reflect appropriate business etiquette.
  • Ability to adhere to assigned processes and procedures.
Competencies:
  • Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
  • Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
  • Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
  • Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
  • Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work, when necessary, to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.


Physical Requirements and Work Environment:
  • Continually required to sit.
  • Continually required to utilize hand and finger dexterity.
  • Continually required to talk or hear.
  • Occasionally required to walk.
  • While performing the duties of this job, the noise level in the work environment is usually is usually quiet.
  • Specific vision abilities required by this job: close vision and ability to adjust focus.