Customer Service Associate

Summary/ObjectiveThe Customer Service Associate delivers exceptional customer service and support to ANCORP’s customers. Working under the guidance of the Senior Customer Service Associate, this role aims to provide timely and accurate assistance to customers, handle their inquiries and concerns effectively, and contribute to a positive customer experience. By maintaining strong communication, problem-solving skills, and a customer-focused approach, the Customer Service Associate helps foster customer loyalty and satisfaction. The environment of this position is technical, fast-paced, high demand, and can be stressful.Essential FunctionsRetrieve orders from web, fax and email and process within same day.Accurately and timely enter orders in the ERP system.Provide customers with information on products, pricing, technical specifications, and shipping dates.Confirm orders to customers within the same day.Obtain customer payment information.Enter customer credit card information for processing.Provide customers with status updates on orders.Ability to interpret customer supplied information and identify component that will meet the customer’s needs and specifications.Prepare customer quotes for standard product.Follow-up with customers on quotes.Upselling and Cross Selling of products.Refer custom quotes to Applications Engineer.Set-up new customers in the ERP system.Process Return Material Authorizations (RMA) as needed.Attend daily status meeting as requested.Attend daily bookings meeting as requested.Run daily sales and bookings report and send to management.Address customer concerns or complaintsFollow-up with customers regarding their concerns or complaints.Contact customer for issues pertaining to shipping or payment.Answer phone within 3 rings.Informs management of critical customer concerns, issues or problems.Demonstrates accuracy, thoroughness and quality consistently in communication with customers, employees and management.Acts in a team fashion and exhibits objectivity and openness to others’ views and gives feedback when requested.Develops detailed knowledge of the company’s comprehensive product lines and the manufacturing and shipping processes of the organization.Other duties as assigned.Work EnvironmentWork is generally performed in an office environment with controlled heating and air, with standard office equipment available. Environment can be fast-paced and stressful at times.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Refer to detailed Physical Requirements document.Supervisory ResponsibilitiesThis position has no supervisory responsibilities.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.Equal Opportunity Employer Veterans/DisabledAll qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, sex, gender identity, age, marital status, genetic information, sexual orientation, national origin, disability (including pregnancy), veteran status, or any other characteristic protected by state, federal, or local law.Physical demands sometimes describe the customary method of achieving an essential function. Physical demands may, in some instances, be accomplished using other methods.PHYSICAL DEMANDSNever/Rarely <1%Occasional 1-33%Frequent 34-66%Continuous 67-100%Lift/Carry1 to 10 lbs.X11 to 20 lbs.X21 to 50 lbs.X51 to 75 lbs.X76 to 100 lbs.XPush/Pull1 to 10 lbs.X11 to 20 lbs.X21 to 50 lbs.X51 to 75 lbs.X76 to 100 lbs.XBalancingXBend/Stoop/TwistXCrouch/SquatXKneel/CrawlXReaching FrontXReach Above ShouldersXReach Below ShouldersXSittingXStandingXTwistingXWalkingXHearingXSpeechXVisionXRepetitive Arm UseXRepetitive Wrist UseXRepetitive Hand UseXGraspingXSqueezingXSensation/TouchXHead MovementXClimb Stairs/LadderXEQUIPMENT USE & OPERATIONNever/Rarely <1%Occasional 1-33%Frequent 34-66%Continuous 67-100%Motor VehicleXForkliftXLawn EquipmentXUsing Hand or Power ToolsXOperate Foot PedalsXENVIRONMENTAL CONDITIONSNever/Rarely <1%Occasional 1-33%Frequent 34-66%Continuous 67-100%Exposure to electrical hazardsXWork in cramped spacesXExposure to dust/smokeXExposure to fumes/odors/grease/oilXWorks in hot/cold temperaturesXTravel requiredXWorks insideXWorks outsideXExposure to noiseXExposure to chemicalsXStand on concreteXVibrationXExposure to toxic materialsXWorks at unprotected heightsXWalk on uneven or slippery surfaceXWorks in wet conditionsXWorks with othersXWorks aloneXWorks with moving machineryXMENTAL DEMANDSNever/Rarely <1%Occasional 1-33%Frequent 34-66%Continuous 67-100%Problem solvingXAnalytical abilityXCommunication – oralXCommunication – writtenXMoney handlingXOrganizationXInterpersonal skillsXCalculatingXConcentrationXPerceptionXCreativityXWork with interruptionsXDEXTERITY REQUIREMENTSNever/Rarely <1%Occasional 1-33%Frequent 34-66%Continuous 67-100%Eye/hand coordinationXFine manipulation (keying, writing, picking, pinching)XHandling (holding, grasping)XWrist motion (repetitive flexion/rotation)XQualificationsMust be authorized to work in the U.S. without sponsorship.Educations and ExperienceHigh School diploma, GED and/or technical school graduate or industry recognized certification.Minimum 12-months experience in customer service preferably in a technical role with a data entry background.Skills and CompetenciesMust have strong knowledge of the English language.Technically inclined.Knowledge of technical drawings is highly preferred.Comprehend technical information.Proficient in Microsoft Office applicationsMust have intermediate math skills.Able to read, write, and have a fluent knowledge of English.Ability to speak clearly, concisely and to use phone etiquette with all customers in all situations.Able to focus on customer’s needs and requirements.Must possess excellent communication skills, verbally and written.Must be able to multitask.Must be able to handle stressful work environment.Must be able to quickly change to work demands.Able to handle fast-paced environment and challenging workload.Problem solving.Attention to detail.Time management is essential.Goal oriented.Memory retention.Active listening.Negotiation and persuasion.Efficient and thorough.Dependable.Date entry accuracy.Must have pleasant and positive attitude.People skills.Professionalism.Excellent work ethic. #J-18808-Ljbffr