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Customer Service Representative
2 months ago
Job Summary:
The Customer Service Representative is a key member of our team at LaMotte Company, a global industry leader in developing and manufacturing premier water testing solutions. This role is responsible for serving as the initial and primary contact with customers, presenting LaMotte in a professional, knowledgeable, and courteous manner at all times.
Key Responsibilities:
- Handles Customer Inquiries: Answers telephone calls in a courteous, friendly, and professional manner, presenting a favorable image of LaMotte in all communications with customers.
- Processes Orders: Enters mail, fax, and telephone orders via direct order entry, sets up new customer accounts, and processes orders according to terms available.
- Resolves Customer Service Problems: Checks order status upon request, performs tracers when orders are late, tracks lost/damaged shipments with carriers, and handles return requests.
- Maintains Knowledge of Products and Resources: Maintains a catalog/brochure file for easy access when assisting customers, uses available resources to search for product specifications, and maintains knowledge of various markets and products.
- Communicates Information to Appropriate Individuals: Forwards requests to Pricing Agent and Marketing for large quantities or for pricing of products not published, communicates and transfers special or unusual requests to the appropriate Market Manager.
- Transfers Appropriate Calls to Technical Service and Software Support Teams: Recommends product selection, answers questions regarding test procedures and results, troubleshoots issues, and responds to complaints on product performance.
- Communicates with Supervisor: Reports non-routine and unusual customer problems, failure to meet customer commitments, system impediments or failure within LaMotte, and individual training requirements.
- Works in Production or Assists in Other Departments: Prepares literature for mailing, assists Marketing with pricing or special projects, and performs various production duties as assigned by the Customer Service Manager and/or Director of Manufacturing or designee.
Requirements:
- High School Graduate or GED Equivalent: Required.
- Excellent Communication Skills: Verbal, written, and listening skills are essential.
- Good Typing and Computer Skills: Required.
- Previous Office Experience and Experience Working with Customers: Desired.
- Aptitude for General Sciences: Desired, but not required.
Work Environment/Physical Demands: Works indoors in a temperature-controlled environment, primarily sits at a desk, talks on the telephone, and works on a computer.
