**Customer Service Representative**
**Role**: Responsible for answering customer inquiries or complaints, processing orders, researching and resolving requests and utilizing product knowledge to improve sales and maintaining customer satisfaction. Maintains an ongoing relationship with customers, sales staff, distribution, purchasing, manufacturing and marketing.
**Main Activities**:
- **Organization**: Individual Contributor competency model
- **Main Interface**: Internal - field sales and agency reps, customer financial services, pricing and marketing staff to support ordering process, production and logistics for customer inquiries and to resolve shipping issues. External - customers, distributors, retail accounts, freight carriers and related transportation vendors.
- **Budget**: No direct responsibility for budget
- **Main Job Duties**:
- Uses professional written and verbal communications to provide pricing, availability, and schedule information within established guidelines. Suggest additional and/or alternative products or services to meet customer needs.
- Researches and obtains resolution of a variety of customer inquiries. Serves as a communication link between customers and sales staff to assure responsiveness.
- Tracks order activity to inform customer of any potential delivery problems. Expedites the delivery of selected orders as needed.
- Fosters open communication internally and externally and champions creative change to improve processing and service levels.
- Completes specific product training and department training to develop and enhance product knowledge and understanding of processes, procedures and protocols. Provides guidance and assistance to new or less experienced staff. Documents procedures as required.
- Provide point of contact for VIP customers for large/ special orders/projects and manage these accounts. Coordinate all aspects of customer support, including customer communication, performance, auditing, etc., as it pertains to large projects. Schedule bi-weekly conference calls with internal sales team and customers to discuss status of the projects.
- Manage Export projects for specified customers.
- Travel as needed for site or customer visits, evaluate customer specific situations and make decisions that will ultimately satisfy our customer.
- Performs other similar and related duties as required
**Profile**:
Education: Associates degree or equivalent education and experience.
Experience: Minimum of 2 years experience in customer service or inside sales in a service/manufacturing environment. Experience with manufacturing or electrical industry a must. ERP/MRP Experience a plus - SAP and SFDC a plus.
Skills/Knowledge/Abilities:
- Requires strong organizational and time management skills, close attention to detail and be able to effectively handle multiple priorities. Ability to work in a high volume, fast paced environment with frequent interruptions and periods of high stress is a must.
- Central and South American representatives need be fluent in Spanish and knowledgeable of International Trade Standards.
- Must be highly collaborative and able to work in a team-based environment. Must have demonstrated exceptional customer service skills and a strong customer orientation.
- Must have excellent verbal and written communications skills and be able to communicate effectively across all levels of the organization.
