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Customer Service Representative

2 months ago

Palmyra, New York, United States EnPro Full time
Job Summary:

This position is accountable for providing quality 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:
  • Contract Review: 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.
  • Customer Service: Adhere to company and departmental policies with regards to attendance, daily schedules, and call handling expectations.
  • Communication: May act as 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.
  • Order Management: Prepares Special Order Checklists as necessary. Sales Order changes are made, and appropriate individuals are notified in accordance with company policy and customer requests.
  • Teamwork: 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.
  • Adaptability: Positively embraces and drives change.
  • Follow-up: Follows up on expedites provided by customer care team.
  • Record Keeping: Maintains accurate records of all correspondence received and sent, including formal and informal quotations, internal memos, procedures, instructions, sales orders, technical data, etc.
  • Project Participation: Participates in project teams as assigned.
  • Product Knowledge: Develops, demonstrates, and maintains a basic working knowledge of Garlock products, services, and company policies. Shows a desire and motivation for growth and learning.
  • Order Editing: May be required to edit and correct orders received.
  • Shipping and Logistics: 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.
Requirements:
  • Education: Associates Degree in Business or equivalent experience
  • Communication Skills: Professional verbal and written communication and listening skills
  • Technical Skills: Comfortable working with computers using a variety of applications in a windows environment.
  • Analytical Skills: Ability to perform multiple functions in a fast-paced working environment.
  • Problem-Solving Skills: Analytical and problem-solving abilities.
  • Schedule Flexibility: Flexibility in work schedule.
  • Organizational Skills: Basic organizational skills.