Customer Service Representative - copy - copy

Customer Service Representative

Company: Arrow Engine Company

Primary Location: 2301 E. Independence, Tulsa, OK 74110 USA

Employment Type: Hourly | Full-Time

Function: Customer Service

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Main Duties & Responsibilities

This position requires a dependable individual who will receive, investigate and respond to all customer inquires regarding shipments, products and complaints. Input phone/fax orders and relative data into the computer by performing the following duties:

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs.

• Talk with customers by phone concerning orders, returns, shipments and products.
• Receive and enter orders via a variety of media
• Contact customers when necessary to advise shipments delay and/or information necessary to process orders
• Initiate tracers with carriers
• Make changes to or cancel orders/backorders
• Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.)
• Initiate file maintenance for corrections to computer's customer file
• Fill out forms, determine changes for service requested
• Solicit sale of new or additional services
• Handle irate customers in a professional manner
• Obtain customer feedback information

Qualifications

• Must have a high school diploma or GED
• 7+ years Customer Service experience
• Mechanical knowledge or experience dealing with industrial parts/equipment required
• Ability to read and interpret documents such as operating, maintenance and procedure manuals, bills of material, drawings and schematics
• Ability to calculate figures and amounts
• Ability to interpret technical instructions in diagram form
• Excellent communication skills (verbal and written) with a professional phone presence
• Good grammar, voice and diction
• Basic computer and keyboarding skills
• Excellent customer service skills (friendly, courteous and helpful)
• Organizational skills (multi-tasking ability)
• Business maturity, a positive attitude and a professional demeanor
• This person must be dependable and conscientious
• Individual needs to show initiative and willingness to cooperate as a team member
• Ability and willingness to train by working on the shop floor in various production departments