Customer Service Representative

2 weeks ago

Palmyra, United States Garlock Full time
Job Summary:

This position is accountable for providing exceptional service by handling inbound orders in a customer contact center. Performs duties that require knowledge of company policies and procedures, including pricing, contract review, product specifications and applications, quote, and order entry, returns and credit requests.

Key Responsibilities:
  • Performs contract review on incoming orders, including shipping terms, freight terms, and methods to ensure the accurate information is entered and products are shipped according to the customer's request.
  • Adheres to company and departmental policies with regards to attendance, daily schedules, and call handling expectations.
  • May act as an inside contact and liaison for Garlock customers, area managers, regional managers, product line marketing personnel, quality assurance, engineering, and/or shipping to clarify questionable items on quotations and orders with assistance.
  • Prepares special order checklists as necessary. Sales order changes are made, and appropriate individuals are notified in accordance with company policy and customer requests.
  • Contributes towards a positive work environment, is a team member by working cooperatively with other Garlock departments, attending and participating in meetings and other Garlock functions.
  • Positively embraces and drives change.
  • Follows up on expedites provided by customer care team.
  • Maintains accurate records of all correspondence received and sent, including formal and informal quotations, internal memos, procedures, instructions, sales orders, technical data, etc.
  • Participates in project teams as assigned.
  • Develops, demonstrates, and maintains a basic working knowledge of Garlock products, services, and company policies. Shows a desire and motivation for growth and learning.
  • May be required to edit and correct orders received.
  • Required to understand shipping terms, freight terms, and methods to ensure the accurate information is entered and products are shipped according to the customer's request.
Competencies:
  • Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
  • Manages conflict: Handling conflict situations effectively, with a minimum of noise.
  • Demonstrates self-awareness: Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
  • Self-development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Job Specifications:
  • Associate's degree in business or equivalent experience.
  • Professional verbal and written communication and listening skills.
  • Comfortable working with computers using a variety of applications in a Windows environment.
  • Ability to perform multiple functions in a fast-paced working environment.
  • Analytical and problem-solving abilities.
  • Flexibility in work schedule.
  • Basic organizational skills.
Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The physical demands of this position include sedentary work, spending extended periods of time working with a computer. Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions. Clarity of vision to see near and mid-range. Ability to lift and carry up to 20 pounds.

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