Customer Service Representative II

Description:

Customer Support Specialist.
Pay rate #####
M-F 8-5
2-5 years Experience in role.
PRIMARY FUNCTION:
1. State the primary function or overall purpose of your position.
Enter orders and coordinate order transport accurately, timely and efficiently. Establish and maintain a working relationship with customers, assisting them and market channels in pricing, equipment identification and expediting.


ESSENTIAL FUNCTIONS: (Limit yourself to 8-12 statements)
2. List the essential functions (i.e. key responsibilities with expected end results) which must be accomplished in order to fulfill the purpose of your position as described above.
A. Provide fast, accurate and courteous customer service on pricing, parts identification, order details, service availability, freight information, parts availability and general information through the call center for customers and market channels to create and maintain a competitive advantage through superior service.


B. Enter customer orders, RMAs, credit memos and billing only orders accurately and promptly to meet customer requirements and to enhance on-time shipping performance and asset management
C. Manage all shipping details for customer orders in coordination with the Operations group, all remote warehouse facilities and customer requirements to ensure timely and cost effective transport of product.


D. Prepare and execute spare parts and/or service proposals and recommendations in response to customer inquiries and as follow-up service on orders to help grow sales of parts and service
E. Seek and assist continuous improvement in processes and procedures used in order to maintain up-to-date information, to speed response/service and to enhance sales to customers and through our market channels.


F. Keep job skills and product knowledge current through participation in in-house training and outside educational opportunities to provide maximum value to the customer service representative position, to our customers and to Eaton.
G. Other duties as assigned by Manager


Education and/or Experience:
BS/BA degree or three to five years related experience. Strong customer service and or leadership background preferred.


Technical Skills:
Strong communications skills. Excellent problem solving skills. Strong knowledge and proficiency with personal computers and related software (i.e. MFG Pro, Word, MS Office). Accurate and thorough data entry skills required.


Language Skills:
Ability to read and interpret documents such as procedure manuals, government and international shipping and trade regulations, letters of credit and other correspondence. Ability to write routine reports and business correspondence. Ability to speak effectively on the phone and before groups of customers and employees of the organization.


Nature of Activity:
Basic problem solving based upon precedent. Impact against technical, management and/or motivational activity. Work independently in a fast paced environment.