Customer Service Representative

Job Description

Job Description

Description:

POSITION SUMMARY

Provide excellent customer service by receiving and processing orders, answering inquiries, and assisting customers via telephone, fax, or email. Support internal teams by communicating customer requirements and maintaining accurate order and customer information. 

Contribute to a positive working culture and uphold the company values of integrity, collaboration, and accountability.

MAJOR RESPONSIBILITIES

• Receive and review customer orders; enter orders into the operating system.
• Review component availability via MRP system and assess bill of materials to establish delivery timelines. Coordinate with purchasing and planning to expedite parts as needed.
• Communicate with vendors and customers through email, phone, and online portals.
• Respond to quote requests, providing pricing, lead-time, and data information.
• Provide status updates on orders, quote requests, item selection, and troubleshooting.
• Relay customer requirements to internal departments (engineering, manufacturing, shipping, finance, purchasing, etc.).
• Ensure correct profit margins using quoting matrix and part-specific quotes.
• Assist customers with questions, problems, and component selection.
• Maintain up-to-date customer information in the operating system.
• Issue RGAs for customer returns.
• Support customer portal and forecast requirements.
• Assist outside sales team as needed.
• Follow company policies and procedures, including ISO standards.
• Perform other duties as assigned.

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.

COMPETENCIES

• Must be able to effectively communicate in both verbal and written formats.
• Effective verbal and written communication skills.
• Highly organized with strong follow-through.
• Ability to work independently and prioritize workload appropriately.
• Team player.

PHYSICAL AND MENTAL DEMANDS

• Frequently required to sit at a desk/workstation for long period of time.
• Ability to work at a computer terminal for extended periods of time.
• Digital dexterity and hand/eye coordination in operation of office equipment
• Light lifting and carrying of supplies, files, etc.
• Ability to speak to and hear employees/clients via phone or in person.
• Body motor skills sufficient to enable incumbent to move around an office environment.
• Ability to analyze unique situations and develop appropriate response.
• Additional Mental Requirements: compare, decide, direct, problem solve, analyze, instruct, interpret.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT

• Office hours average 40 per week
• Work performed in an indoor office setting.

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Requirements:

• High School Diploma or GED
• Must be 18 years of age