||Customer Service Rep
The Customer Service Representative processes purchase orders received via fax and e-mail by accurately entering sales orders into computer system. Assist customers and sales representatives via phone or e-mail with order status inquiries, product selection,
replacement parts, and basic trouble shooting by performing the following duties.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Receive and route written purchase orders via fax, e-mail, EDI, or mail.
Provide written confirmation of order receipt upon request.
Enter, review and edit orders timely, completely and accurately.
Enter, monitor and follow-up on unclear order information, special product requests and products requiring item loading (511, 711, and 911’s) revising order as details are clarified and completed.
Obtain credit card purchase information and coordinate the processing with CSR contacts.
Provide written Order Acknowledgment.
Receive and process written order change requests coordinating details with manufacturing and shipping and send out revised Order Acknowledgment.
Provide professional, timely and accurate phone and e-mail response to customer, agency and internal departmental requests.
Resolve order discrepancies through communication with sales agency and/or customer.
Process requests for expedites, monitor response and communicate results to sales agency and/or customer.
Monitor assigned shipping dates to comply with published lead times.
Provide shipping information and proof of delivery upon request.
Assist in delivery process - communicate with carrier, sales agency, and customer to resolve problems as required.
Communicate with and assist Drop-Ship Coordinator on all drop-shipments and buyout orders.
Coordinate order cancellations with manufacturing to determine status of order production, apply required restocking fees, and process cancellation as required.
Coordinate export shipping procedures: brokerage issues, invoices, and special freight handling.
Monitor and coordinate multi-plant orders.
Document all order related transactions in the system according to procedures.
Provide pricing and product availability information.
Coordinate requests for new customer accounts with designated C.S. contacts and with credit department.
Relay sales agency issues for resolution: commissions, specification registration, territory splits, and concessions.
Investigate customer account debits and assists accounting with collections.
Process sales agency sample orders.
POST SALES (POST SHIPMENT)
Coordinate Return Goods Authorization (RGA) with RMA Coordinators.
Enter replacement and missing part orders, or relay them to Field Service.
Enter miscellaneous charges such as freight, re-consignment, palletize, etc.
Enter credit/rebill, and commission adjustment for incorrect pricing, due to LSI, rep, or customer error, etc.
Electronic and paper file management.
Attend product training as available.
Documents and reports continuous process improvement ideas.
Other duties as assigned.
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
Education and/or Experience
High school diploma or general education degree (GED) or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
To perform this job successfully, an individual should have knowledge of Inventory software; Manufacturing software; Order processing systems; Spreadsheet software and Word Processing software.
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
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
The employee is occasionally required to walk; reach with hands and arms and stoop, kneel, crouch, or crawl.
The employee must regularly lift and/or move up to 10 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential
The noise level in the work environment is usually moderate.
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