Customer Service Representative

Customer Service Representative

Responsible for acting as a liaison between customers and company. Building strong relationships with current and future customers to sustain and build order intake.

Responsibilities and Duties

• Deal directly with customers either by phone or electronically.
• Respond promptly to customer inquiries.
• Initiate set up of new customer accounts.
• Gatekeeper for contract review on all incoming orders.
• Order entry in ERP system.
• Maintain customer portals as required.
• Communicate and coordinate with internal departments on all change request from customers, sales, engineering, etc., as well as follow up with production to ensure order delivery dates are still on track.
• Maintain dialogue with customers to keep them informed of delivery date changes, or other issues to reduce conflict.
• Assist with complaints, order errors, account questions, billing, cancellations, and other queries.
• Cross train with other CSR's supporting different product lines to ensure coverage at all times.
• Help prepare for and participate in onsite audits as required.
• All other assigned duties.

Responsibilities Safety

• To help ensure that all our employees go home safely at the end of their working day.

Responsibilities Quality

• To ensure Kelvion's Standard of Excellence, which includes quality, is incorporated into every product we produce.
• Will adhere to all quality requirements that are inside of the Quality Management system.

Responsibilities Corporate / Site

• Follow all company policies and procedures, including but not limited to Global Code of Business Principles, Code of Ethics and Business Conduct, Operational Framework
• To be part of & to promote Knoxville Standard of Excellence which incorporates high standard of ethical behavior, to promote a culture of honesty and integrity, and one team culture.
• All employees are expected to follow government and corporate laws, rules, regulations, policies, and procedures.

Ensure all orders are processed and acknowledged in a timely fashion.

Ensure all orders, delivery notes, invoices, are detailed and accurate.

• Represent Kelvion Products Inc. to customers in a professional and positive manner with a willingness to assist with client's wants and needs

Requirements (Knowledge, Skills & Abilities)

• Strong communication and organizational skills.
• Proficient in Microsoft Office with the ability to learn ERP or other software programs.
• Ability to multi-task
• Time management

Computer Skills

• Personal computer skills including electronic mail, record keeping, routine database activity, word processing, spreadsheet, graphics, etc. ERP system SAP / Syteline

Qualifications

• 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 Experience (Required Levels)

• High school diploma, general education degree or equivalent
• Certificate in Customer Experience a plus

Physical Requirements

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 functions.

While performing the duties of this job, the employee is frequently required to stand; use hands to finger, handle, or feel; and reach with hands, arms, and shoulders. The employee is occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl; and talk and hear. The employee must regularly hand lift and/or move objects up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Travel

Occasional overnight travel (up to 10%) by land and/or air. Able to receive and maintain valid passport.

Work Environment

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 functions.

While performing the duties of this Job, the employee is occasionally exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places and vibration. The noise level in the work environment is moderate.

Nothing in this position description restricts executive management's right to assign or reassign duties and responsibilities to this job at any time. You will be evaluated in part based upon your performance of the task listed in this job description, as well as other tasks assigned to you. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Kelvion Inc., designs and manufactures Condensers, Dry Coolers, Air Cooled Heat Exchangers, and Adiabatic units for data centers, crypto, hospitals, hotels, and other related industries. The manufacturing plant is in Knoxville, TN.