BM Customer Service Representative

Job Description

Job Description

BM Customer Service Representative

 

Job Code
CSR-BM

Department Name
Customer Service

Location
Burlington

EEOC Classification
Administrative Support Workers

Reports To Title
Customer Service Manager

Pay Grade

FLSA Status
Non-Exempt Full Time

Job Purpose or Job Summary

Job Summary

The Customer Service Representative position is a high performance, customer-focused team environment, supporting designated regions of the business. The representative is required to understand and utilize departmental policies and procedures. They have primary responsibility and accountability for the efficient flow of information to and from the customers and Account Managers in their designated regions. Adequate performance at this level requires knowledge of departmental procedures and the ability to solve problems with little or no supervision. Customer Service Representatives are expected to work productively even with the absence of their supervisor. Assignments increase as the representative’s knowledge and experience increase. The customer service representative interacts with customers to provide and process information in response to inquiries, concerns and requests about products and services.

Essential Duties and Responsibilities

Essential Duties and Responsibilities

• External Customers
  • Understand (Burlington) TIDI products and troubleshoot customer requests. Review and process customer purchase orders for accuracy, including product specifications, quantities, pricing, shipping requirements, and requested delivery dates.
  • Monitor open order inquiries through production, fulfillment, shipment, and delivery.
  • Coordinate order changes, cancellations, expedites, and special customer requirements with Customer Service Team Lead and/or Production.
  • Assist in resolving production, material, shipping, or fulfillment issues that affect customer orders.
  • Investigate and resolve shipping discrepancies, shortages, damages, misdirected shipments, and delivery issues.
  • Provide timely, courteous, and professional responses to customer inquiries, requests, and concerns.
  • Communicate RMA requirements, instructions, and next steps to customers.
  • Provide pricing and quote information to customers for stock items, repairs, and orders.
  • Follow up on outstanding internal and external action items to ensure timely resolution.
  • Coordinate with Finance/Accounting regarding customer account questions, credits, billing discrepancies, and other account-related issues.

• Sales Team Collaboration
  • Serve as a key liaison between Customer Service Leadership, Account Managers and customers assigned to your designated regions.
  • Provide Customer Service Leadership and Account Managers with timely updates regarding customer requests, orders, RMAs, repairs, and other service-related activities through courteous and professional responses
  • Collaborate with Customer Service Leadership and Account Managers to resolve customer issues and ensure a high-quality customer experience.
  • Maintain current knowledge of company products, services, promotions, and marketing efforts to effectively support Sales and customers.

• Operational Expectations
  • Maintain database integrity by accurately entering, validating, and updating customer and account information in CRM and related systems.
  • Maintain internal workflow and coordinate activities with other departments to ensure customer requests are completed accurately and timely.
  • Maintain accurate and timely records within Salesforce/Rootstock and other applicable systems.
  • Maintain accurate documentation related to RMAs, orders, repairs, quotes, and customer service activities.
  • Document product complaints, quality concerns, defects, shortages, or other product-related issues and escalate them to Customer Service leadership in accordance with company procedures.
  • Support the processing and documentation of credits, replacements, and other financial adjustments associated with RMAs and customer service issues.
  • Identify opportunities, in partnership with Customer Service leadership, to support additional business with existing customers and create new opportunities as directed.
  • Follow established company policies, procedures, quality standards, and ISO requirements.
  • Develop, document, and maintain work instructions and procedures for customer service, RMA, order, and other assigned processes.
  • Maintain understanding of relevant competitor products and services.
  • Deliver high-quality customer service while attaining and continually embodying TIDI Products Core Values & Guiding Principles.
  • Perform other related duties and participate in special projects as assigned.
  • Work extended hours during periods of increased business activity as needed.

Reasonable Accomodations - Read Only

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Core Values & Guiding Principles

Core Values 

• Understands internal and external customers

• Assure a safe work environment

• Encourage individual development

• Demonstrates teamwork and flexibility/adaptability

• Demonstrates honesty

• Keep our commitments

• Think systemically and ensure constancy of purpose

• Lead with humility and respect every individual

• Focus on process, embrace scientific thinking, flow and pull value, assure quality at the source and seek perfection

Education & Experience

Education & Experience

• High School Diploma required, Degree a plus.