Customer Service Representative
4 weeks ago
Title: Customer Service Representative - Domestic
Normal Work Location: 1 Quality Way, Fletcher, NC 28732
Normal Working Hours: 1st Shift (8am-5pm) / Monday - Friday / Full Time
Kyocera SGS Precision Tools Inc. empowers our associates to thrive by providing a diverse range of opportunities tailored to their individual talents and growth ambitions. Committed to both professional and personal development, we offer comprehensive skill enhancement programs, including tuition reimbursement, apprenticeships, and a robust Learning Management System. Join us and unleash your potential as part of our dynamic team"
Position Summary
The position is responsible for using independent judgment to maintain customer satisfaction. Associate must relate with customers using knowledge of company products, plant capacity, pricing policies and sales department goals and objectives. The position supports a lean and safe environment while focusing on continuous improvement, quality, and support of teamwork throughout the company.
Essential Job Functions
- Establish rapport with potential and established customers.
- Communicate price and availability to customers upon request.
- Process customer purchase orders entailing standard, Alt's, Config's, and specials products within Peoplesoft for specified customers as well as backup duties for other territories as required.
- Monitor Electronic Data Interchange (EDI) transmissions to ensure accuracy and proper processing.
- Handle customer calls as needed.
- Establish delivery time by coordinating with M&P group, reviewing tools in stock and product manufacture lead times.
- Interact with field sales professionals and warehouses to provide optimal support to customers.
- Resolve customer complaints by investigation and evaluation to provide a resolution.
- Document customer complaints within CRM by establishing a case.
- Process test (sample orders) at the request of sales personnel.
- Create opportunity within CRM for sales representative test tool request.
- Setup and maintain all applicable customer accounts including contacts.
- Generate formal quotes for standards, alterations, and special price rules.
- Process RMA requests.
- Manage open order reports.
- Manage monthly POS reports.
- Assist Accounts Receivable for account discrepancy resolution
- Inform the customer of anticipated ship date, anticipated delays, and any other delivery information as needed.
- Prepare reports by collecting, analyzing, and summarizing information and trends about customers.
- Perform as a member of departmental teams.
- Host visiting customers and potential customers.
- Attend trade shows as required.
- Process literature requests.
- File claims with carriers for lost or damaged packages.
- Maintain website logins.
- Generate customer price files.
- Maintain applicable warehouse customers visible for warehouse order entry.
- Mark lines for billing on direct ship orders.
Educational Requirements
- High school diploma or GED.
- Associate degree in Business Administration is preferred.
- Ability to read, write, comprehend, and effectively communicate in English.
- Foreign language experience may facilitate communication in some domestic territories (Quebec, Southwest, etc.)
Training & Experience
- Two years or more related experience and/or training; or equivalent combination of education and experience.
- Working knowledge of and experience with personal computers specifically operating within a Windows based environment or other applicable software applications.
- Previous training on ERP computer system is preferred.
- Broad conceptual judgment, initiative, and addressing complex issues.
- 401(k)
- 10 Paid Holidays
- Paid Vacation
- Cafeteria Medical Plan
- Dental & Vision
- Benefits active on 31st
- Company Paid Life & Disability Insurance
- FSA
- Wellness Program
- Generous Associate Referral Program
- Tuition Reimbursement
- N/A
- Ability to meet the minimum essential job functions with or without accommodation.
- Ability to meet the minimum essential job functions with or without accommodation.
- Normal office environment utilizing personal computer, phone, and related office equipment. May sit or stand as needed. Constant use of upper extremities. Occasional reaching above shoulder height, below the waist or lifting as required to file documents or store materials throughout the workday. Infrequent lifting up to 50 lbs.
- Associate is required to follow other job-related duties, subject to all local, state, and federal laws and applicable regulations.
- Associate is required to know, understand, and comply with QMS requirements, Associate Information Package, company, and safety requirements.
- The associate must successfully perform all requirements of the position training plan.
When overtime is scheduled, it is mandatory.
FLSA Status: Non-Exempt
Shift Differential: N/A
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