Customer Service Representative

Customer Service Representative Location: Grand Terrace, CA, US Work Arrangement: Onsite Pay Range: $23.50 per hour Bonus Eligible: Eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan. Summary The Customer Service Representative (CSR) is responsible for responding to customer inquiries and requests, processing orders, and coordinating the handling of customer concerns in a timely manner. The CSR is also responsible for sales order data entry and work to improve departmental efficiencies and create cost savings on an ongoing basis. Education High School Diploma required. Associate degree in business or related field is preferred. Experience Three to five (3-5) years’ experience providing customer service in a contact center environment Manufacturing environment experience preferred Experience with pumps and related products is a plus International customer service experience is a plus Experience with Oracle and CRM tools is a plus Experience supporting distributors is a plus Knowledge, Skills and Abilities Working knowledge of domestic and international shipping processes Understanding of contact center technology Ability to prioritize and organize a demanding workload in a fast‑paced environment Ability to work cross‑functionally in a complex/matrixed business environment Possess intermediate written and oral English communication skills Detail oriented and problem‑solving skills Self‑motivated, flexible, and a team player Ability to learn quickly and work independently Proficiency in MS Office suite (Outlook, PowerPoint, Word, and Excel) Intermediate typing skills required. Type 40 WPM minimum & 10‑key by touch desired Duties and Responsibilities Respond to incoming end‑user and distributor communications regarding prices, routing, shipping dates, shortages, mis‑shipped orders, add freight charges, and returns Respond to customer inquiries and complaints in a thorough and professional manner Maintain accurate and detailed customer records in Oracle and CRM systems Refer end‑users to the local distributors in their area as necessary Process all orders pertaining to standard, priority, extra discount, short shipment, RMA, and goodwill Ensure the accuracy of pricing and discounts on customer purchase orders Maintain and monitor expedites, extra discounts and contract pricing orders Review inbound orders (fax, e‑mail, e‑portal), order holds, backlog, and follow‑up as necessary Act as a liaison between the customer and internal departments including Sales, Operations, Finance, Planning, Engineering, Logistics, and Purchasing Provide feedback to our internal departments relative to order status and/or changes Monitor recurring reports including open order and order holds for anomalies and take action as necessary Assist with coaching & training (shadowing) of new hires to deliver exceptional service Responsible for any other duties as assigned by the CS Supervisor Must be knowledgeable of and adhere to the Company’s policies and procedures Must demonstrate commitment to safety & continuous improvement of 5S performance, registered standards, company policy, integrity, ethics, and legal compliance Travel Generally, travel is not required Physical Requirements The work is predominantly sedentary and requires minimal or negligible physical exertion. The employee is normally seated; however, the nature of the work allows for periods of standing or walking at will. Strength to lift or carry files weighing up to ten (10) pounds; vision to read printed materials and a computer screen; and ability to hear and speak to communicate in person or over the telephone. Works majority of the day in a climate‑controlled environment, except for occasionally performing work on the manufacturing floor, which is subject to moderate changes in temperature. The manufacturing environment is subject to moderate changes in temperature and the employee will be exposed to typical hazards of noise, flying debris, and overhead hazards requiring the use of proper PPE. Benefits Benefits include: 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account; health and dependent care flexible spending accounts; company‑paid short‑term disability and long‑term disability; company‑paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, including 11 paid holidays per calendar year, paid vacation days, paid sick leave, tuition assistance; business travel services; employee discounts; employee assistance program with counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies. Employment Eligibility All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law. #J-18808-Ljbffr