Customer Service Associate

Job Title

Order Management and Customer Service Representative

Order Management: Input and process orders and quote requests, handle cash. Coordinate deliveries as required working with manufacturing, sales, distribution and outside vendors as needed. Monitor scheduled shipment dates to ensure timely delivery and expedite as needed.

Superior Customer Service: Whether at the counter, on the phone or through email or fax, the CSR handles customers' needs by finding out what they need, answering questions, creating solutions and ensuring a smooth and quick sales process. Partner with region Territory Sales Managers to help drive territory coverage and maintain positive dealer relationships. Work as part of a team to make Dealers aware of upcoming training, literature availability and ensuring they are happy with the products and services. Recommend alternate products based on cost, availability or specifications as needed. Educate customers about product terminology, features and benefits in order to improve sales and customer satisfaction.

Sales: Help the branch build its sales including the new business component by helping to maintain house accounts through active Dealer communication of new product launches, services, supplies, prices and new products sales and or discounts via outbound calls and in house counter discussions. Conduct outbound calls of existing and lost customer accounts.

Conflict Resolution: Handles customer issues including warranties and returns. Under the direction of the Branch Manager, determines best method to resolve problems to ensure customer satisfaction and adherence to the organization's policies. Coordinates problem resolution with appropriate departments. Informs customers of standard procedures or resolution of issues. Follows up, either verbally or in writing, to ensure customer satisfaction. Must be knowledgeable of the organization's policies, procedures, practices, products and services.

Relationship Management: Work positively with all levels of management and peers to ensure all areas and departments are kept up to speed and are working as an effective team to deliver the highest level of service possible.

Inventory Management: Provide accurate information regarding availability of in-stock items. Conduct cycle counts as required. Replenish the show room stock as needed. Other tasks as assigned including assisting in the warehouse, loading and unloading product using the forklift. Receive and enter all eHUB & RNC Orders. Communicate to eHUB & RNC customers inventory stock checks and status. Coordinate with warehouse all will call, deliveries, and 3rd part ship outs. Process all credits for eHUB and RNC Customers. Process all approved warranty claims for unit exchanges and parts Maintain customer records such as PO's, requests, and questions through email system. Pull, package, and process all parcel shipments (Equipment & LTL shipments done by warehouse) Responsible for ordering all shipping supplies for eHUB orders Enter and maintain all large, ongoing job orders for all customers Serv as back up CSR for sales counter.

Payrate - $20.50 to 23.31 hourly Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States. The Company provides equal employment opportunity to all employees and applicants regardless of a person's race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.