Customer Service / Sales Support

Customer Service Representative

Maintains and enhances customer relationships by responding to inquiries, providing accurate information and price quotations, fulfilling customer requests, and resolving issues in a timely and professional manner. Receives and processes incoming orders for goods and services. May send and receive Return Material Authorizations (RMAs), credit applications, resale certificates, credit card authorization requests, and W-9 forms.

Primary Responsibilities

• Communicate with internal and external customers to identify product requirements for each order.
• Recommend goods or services that align with customer needs.
• Prepare customer quotations based on customer requirements and engineering input.
• Verify customer and order information for accuracy by reviewing purchase orders and previously obtained information, as needed. Request corrections from customers to ensure accuracy and proper pricing.
• Enter orders per requirements while keeping a high level of accuracy and attention to detail.
• Maintain customer records and update the ERP system as needed.
• Respond to customer inquiries in a timely and professional manner.
• Work closely with the Purchaser/Planner to confirm supply and demand status, including any back orders.
• Coordinate with production, sales, shipping, warehouse, and carrier personnel to expedite or trace shipments as needed. Contribute to team objectives by completing related duties and supporting business needs as required.

Additional Responsibilities

• Provide on-the-job training and support for new employees.
• Perform other duties as assigned.

Required Competencies, Knowledge, Skills and Abilities

• Customer-focused approach and commitment to service excellence.
• Excellent verbal and written communication skills
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office, Adobe, Office 365, and ERP systems such as Oracle or MAS400.
• Accurate and efficient data entry skills.
• Strong attention to detail and the ability to self-review
• Ability to work independently and as part of a team.
• Ability to promote process improvement.
• Problem solving aptitudes, providing input in proper forum.
• Strong focus on thoroughness, quality, and continuous improvement.
• Analytical or mechanical aptitude and understanding.
• Demonstrated initiative, self-motivation, and accountability.
• Ability to prioritize workload.
• General math skills.
• Experience working in a paperless environment is preferred.

Education and Experience High school diploma or equivalent. Three years of strong customer service experience in a related industry.