Customer Service Representative

Job Title

Process customer orders, track production and resolve customer discrepancies. Maintain appropriate records for assigned customers and for assigned responsibilities. Follow up to ensure customer satisfaction. Knowledge of products and pricing. Communicate in a thorough and timely fashion. Attend meetings and maintain records for accurate and organized work environment.

Essential Functions:

• Process customer orders as communicated by fax, email, EDI and ASN sales transactions; assist customers in selecting appropriate products and provide accurate pricing.
• Notify customers concerning pricing, lead times, shipment status, and credits.
• Act as liaison between manufacturing, the sales force, and other internal departments providing each with critical market/customer information and maintain good relations relating to customer service.
• Track order progress in production and check on special requirements.
• Pull literature and drawing requests for customers and sales staff.
• Assist in the development and upgrading of policies, procedures, and manuals and work instructions.
• Create new assembly part numbers using WCON.
• As backup, issue RGA (Return Goods Authorization) for return of goods; warranty claim authorizations; defective good authorizations and customer comment forms; Maintain electronic documentation and process/distribute necessary paperwork as required.
• Direct incoming calls to the appropriate employee as necessary, provide general information, and answer questions; deliver messages in a timely manner; ensure visitors are signed-in and properly directed.
• Other duties as assigned.
• Maintain regular attendance.

Education and Training

• Minimum of associate degree, preferably in a business- or engineering-related field or equivalent of two years relevant experience in related industry/manufacturing.
• Typing - Min 40 WPM with 97% accuracy.

Minimum Qualifications

• Minimum of two years of previous experience in customer service or sales.
• Excellent interpersonal, communication, and organization skills required.
• Requires multi-tasking; self-motivated, proactive, and oriented to make improvements in systems and procedures.
• Proficiency in Microsoft Office a must; knowledge of QAD a plus.
• Mechanical inclination: experience/ability to diagnose/troubleshoot mechanical/ technical products.

Physical Demands

• Physical Requirements (standing, lifting, repetitive tasks).
• Occasional Travel.

Environmental Conditions

• Exposure to extreme heat and extreme cold while in the plant.

Behavioral Traits

• Ability to work independently.
• Ability to communicate effectively, verbally and in writing.

*This is not a comprehensive list of duties. Duties may change without notice in management's sole discretion. W&C Suspensions is an at-will employer, each employee is free to resign at any time, just as W&C Suspensions is free to terminate employment at any time without cause or notice.

W&C Suspensions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.