Customer Service Representative

Job Description

Job Description

Respond to customer’s inquiries, questions or complaints regarding company’s products and services. Review, research and obtaining necessary information from policies, procedures or practices. Coordinate solutions with appropriate departments. Inform customers of solution to their need or inquiry. Follow up, either verbally or in writing, to ensure customer satisfaction. Perform work following general guidelines and procedures. Determine best method to resolve problems ensuring customer satisfaction and adherence to company policies.

Essential Functions:

1. Provides product, pricing and delivery information as requested; provide quotes to customers as requested; enter all orders for specific sales territory; expedites customer orders as necessary; and order non-stock items as directed by Purchasing Department.
2. Update existing customer account information; complete New Account Form for all new customers and forward to Credit Department.
3. Review Open Order Report on weekly basis to determine all past due orders and expedite as necessary.
4. Provide relevant information to customer.
5. Communicate frequently with Outside Sales to advice of activity in the territory and/or special needs that may require their attention.
6. Investigate discrepancies regarding payment of invoices and advise Credit and Collections Department of the findings.
7. Authorize material returns in accordance with Return Policy; communicate as needed with Purchasing,
8. Shipping and Credit Departments. Coordinate returns to vendors as required.
9. Maintain up-to-date product catalogs and pricing information.
10. Attend and participate in Customer Service team meetings and attend product, computer and other job related training classes to maintain current, high level product and process knowledge.
11. Follow all established policies and procedures to ensure uniform quality service.
12. Other responsibilities may include printing daily packing lists; picking, packing and shipping parts as needed.
13. Contribute to the team effort by working together with other Customer Service members to accomplish the responsibilities of the department.
14. Handle any other requests and perform other job-related functions needed to accomplish tasks and reach results.

Competencies:

• Active Listening
• Communication
• Service Orientation
• Reading Comprehension
• Critical Thinking
• Persuasion
• Time Management

Work Environment:

This job takes place in a professional office environment. You will routinely use office equipment such as

computers, phones, copy machines, fax machines, and filing cabinets.

Physical Demands:

• Occasional lifting or moving up to 10 pounds.
• Required to sit, stand, walk, use hands for various tasks, talk and hear.

Position Type/Expected Hours of Work:

This is a full time position. Standard days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m.

Travel:

Travel is primarily local during the business day.

Required Education & Experience:

• Prior experience in customer service areas and the public.
• Preferred Education Experience:
• College degree in a related field.
• 10+ years of related experience.

Additional Eligibility Qualifications:

• Knowledge of company policies, procedures, practices, products and services is necessary.
• Must have ability to read, write, listen and negotiate with customers.
• Ability to remain calm in difficult situations.
• Good interpersonal, organizational and communication skills are required.

EEO Statement:

Flodraulic Group is committed to equal employment opportunity for all applicants and employees. The Company will not discriminate in hiring and in the terms and conditions of employment of all applicants and employees. No applicant or employee will be discriminated against or treated unfavorably on the basis of race, color, religion, gender, national origin, age, mental or physical ability, other legally-protected status or family medical history (including genetics) information. This Equal Employment Opportunity policy applies to all employment practices and procedures,

including, but not limited to, recruitment and hiring, promotions and transfers, job assignments, training, compensations, benefits, discipline and discharge, and other terms and conditions of employment.

Other Duties:

This job description is not designated to cover all duties, tasks, and responsibilities for this job. They may change at any time with or without warning.

\nCompany Description

Based in Westland, Michigan, Flodraulic’s RHM Fluid Power Division is one the largest manufacturers of custom-engineered fluid power systems in North America. RHM has considerable systems expertise in multiple fluid power technologies including hydraulic, high pressure coolant, lubricating oil, process filtration, test and electrical control.

Company Description

Based in Westland, Michigan, Flodraulic’s RHM Fluid Power Division is one the largest manufacturers of custom-engineered fluid power systems in North America. RHM has considerable systems expertise in multiple fluid power technologies including hydraulic, high pressure coolant, lubricating oil, process filtration, test and electrical control.