Customer Service Representative

TITLE:
Customer Service Representative

REPORTS TO:
Customer Service Manager

EXEMPTION STATUS:
Full-Time, Salary Exempt

POSITION SUMMARY:
Provides support for all aspects of rail orders which includes creating and managing benchmarks for success and deliverables, order entry and customer service functions. Work within a team environment, facilitating dialogue and actions with internal departments to best serve the customer.

Primary Duties & Responsibilities

• Manages communication with OEM'S, end user customers, dealers, and distributors regarding requirements.
• Enter and maintain orders for timely deliveries to meet project timeline.
• Coordinate directly with Project Engineer and Project Manager to oversee rail projects by assisting with the development and management of project timelines and adherence to the schedules by all related team members.
• Manages critical customer care issues and develops solutions that are mutually agreed upon. Resolves any major internal or external issues that may impede delivery to the customer.
• Demonstrates skill at developing customer relationships, providing courteous and effective communication, ability to define inquiries or issues, proven responsiveness, accuracy, and problem resolution.
• Understands the sales order process and the responsibilities of each department involved in establishing timelines.
• Research existing customer layouts and specifications to identify requirements and promote accurate orders.
• Develops and maintains effective relationships with internal and field team members to fulfill customer's requests. Work routinely with internal departments, but not limited to, Apps Engineering, Operations, Supply Chain, Shipping and Accounts Receivable to assure customer needs are met.
• Evaluates requests for changes, advising customer of time and dollar impact. Facilitates the change according to department policy.
• Assists Field Services related to warranty issues and field service requests, managing the warranty claim by coordinating with the appropriate internal departments for resolution.
• Expedites new orders or expedites parts as requested by customer. Collaborates with various departments to assure on time and complete shipment of orders. Facilitates shortage problems after delivery or installation, managing related debits and credits.
• Communicates with customers and sales on product availability, information, and lead times. Communicate obsolete parts to departments, as necessary.
• Assists with training, which may include mentoring team members. Aids in development and implementation of department procedures and processes.
• Maintains appropriate electronic files.
• Assists external sales personnel or others with information as needed.
• Incorporates the voice of the customer into daily actions.
• Support bus transit business as needed by managing orders from receipt until shipment and installation are complete.
• Other duties as assigned.

Minimum Requirements

• Four year college degree or equivalent education/work experience.
• Minimum four years' experience in customer service and project management/coordination
• Understanding of manufacturing process required
• Integral knowledge of AS400 Operating System preferred

Skills Required

• Aptitude for accuracy and patience.
• Proficient in MS Office, ability to learn proprietary software.
• Ability to demonstrate organizational skills, developing and maintaining detailed project timelines.
• Order processing knowledge.
• Ability to read technical drawings.
• Well-developed communication and interpersonal skills with the ability to interpret and translate facts and to resolve conflict and issues.
• Ability to interface directly and effectively with customer and team members primarily through email, phone contact and team meetings creating a team environment where all those with project responsibilities work well together.
• Displays capability to be self-directed and motivated.