Customer Service Representative

Job Title

Overview of the Position:

Responsible and held accountable for repair customer maintenance/support for contracted and non-contracted customers. This includes but is not limited to status reporting (quarterly, bi-annually or annually), responding to customers support requirements/requests, communicating and expediting AOGs/critical orders, tracking lead times and account requirements, administration of unit receipts/shipments and quote administration. Represents and provides essential customer service duties and responsibilities internally (interdepartmentally) and externally by assisting and answering general inquiries via phone or email.

Essential Duties and Responsibilities:

• Maintain existing customer relationships.
• Provide customer status reports according to individual customer requirements and preferred templates.
• Generate daily reports tracking customer unit priorities and delinquencies.
• Administrate quote approvals and route to responsible Production Representative.

Other Knowledge, Skills, and Abilities:

• Strong communication skills.
• Team oriented.
• Self-motivated.
• Interpersonal Skills - Focuses on the solution, not the problem; Remains open and objective to others' ideas and tries new things.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Is able to multi-task and be able to change priorities as required by customer and company driven demands.
• Be proactive and reactive making appropriate adjustments for what is required accordingly.
• Quantity - Meets productivity standards as required; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Proficient understanding of office applications (Word, Excel, PowerPoint, Outlook).

Education / Experience Requirements:

High School Diploma or GED required. Minimum of 1-2 years of customer service.

Other Qualifications:

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.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Physical Demands and Work Environment:

The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job.

• Frequently required to talk or listen.
• Regularly required to sit and use hands to type.
• Occasionally required to stand, walk, reach with hands and arms, and lift up to 20 pounds.
• Work in moderate noise levels.
• Minimal travel required