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CUSTOMER SERVICE REPRESENTATIVE Summary Provide high-quality, efficient assistance to the customers of Morrison Products and to insure consistency with Morrison policies. Make and maintain contact with all customers and provide timely and accurate assistance with inquiries, quotations, ordering, delivery, complaints, and returns. Process internal paperwork necessary to support the sales function. Reports to the Customer Service Manager. Primary Responsibilities Receive customer orders and changes via phone, fax, e-mail, and letter. Enter and edit orders in MFG/Pro. Orders and order changes with existing part numbers must be entered within 24 hours. Work with Production Control on new orders requesting short lead times. Process customers MRP (Material Requirements Planning) reports and enter changes into MFG/Pro. Assist customers in placing and properly scheduling their orders. Work with Production Control when necessary. Assist customers in expediting orders by securing current information from Production Control, or other appropriate sources. Answer promptly, or refer to appropriate personnel, all customer telephone inquiries. Communicate customer complaints or problems to the appropriate personnel. Process the authorization of returned goods with the appropriate personnel. Complete and distribute RMA documentation. Provide assistance to Account Managers and Sales Engineers as requested. Provide shipment tracking information when requested by the customer. Generate letters to Cash-in-Advance customers advising them of payment dates and totals. Distribute copies of letters to appropriate personnel. Maintain customer files, open and closed, on a current basis. Check confirming orders against open orders to locate any discrepancies and make all necessary corrections. Assist in the preparation and distribution of customer quotations. Assist customers in website navigation and instruction. Maintain communication flow between the Sales Department and other Morrison departments/plants. Prepare the shipment of product being exported outside the U.S. Prepare USMCA Customs paperwork for shipments to Canada and Mexico. Work with export companies chosen by customer in the shipment of product to other countries. Produce ocean container diagrams for maximization of space. Work with Engineering Department for part/print changes and sending sample product to the customer. Work up and maintain customer part number association in MFG/Pro. Perform the duties of other Customer Service Representatives in their absence. Work with Customer Service Representatives in other sites to transfer orders from one facility to another during peak production periods. Other duties as assigned. Supervisory Responsibility None required. Confidentiality Work with confidential information including customer pricing. Travel May accompany the Account Manager, Sales Engineer, or Customer Service Manager to customer locations. May visit other Morrison locations. Attend Customer Service workshops as required. Experience Required Over 1 year up to and including 3 years of customer contact, general office experience in situations that require accuracy and attention to detail. ERP experience highly desirable. Education High school plus additional specialized training. Other Requirements Must work well with others. Must have a pleasing telephone manner and a sincere interest in providing assistance to customers. Must be able to handle fast pace environment. Must be capable of effectively handling customer problems and requests. Excellent typing skills, data entry experience, and familiarity with Microsoft Office products. #J-18808-Ljbffr
