Customer Service Representative

Job Description

Job Description

Position Summary

The primary purpose of the Customer Service Representative is to provide comprehensive customer service to internal and external customers, including the anticipation of customer needs, through collaborative relationships with all members of Neff, the customer, and vendors to ensure that the highest degree of quality service is maintained at all times.

  Organizational Relationship and Scope :

1. Directly reports to Operations Manager.
2. This position is non-supervisory.
3. Build and maintain strong, positive working relationships with all internal and external customers.
4. Work and communicate professionally with all staff, customers, and vendors.

  Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  ESSENTIAL FUNCTIONS

• Receives incoming calls from customers and assists customer in defining their product need, resolving customer issues, placing new orders, and/or providing quotes for future orders.
• Utilizes established software program to verify or create customer account, maintain documentation of past orders, quotes, pricing and discounts with high degree of accuracy.
• Quotes price, availability and delivery options to customer with follow-up documentation sent to customer and maintains quote pending file with high degree of accuracy.
• Receives customer confirmation of quote and initiates purchase order.
• Maintains knowledge of product specifications and use, informs customer and anticipates needs associated with parts. 
• Sources products within Neff Group and locates potential vendors for direct purchase of parts.
• Contacts other party as appropriate to answer customer questions, provide customer support. Refers customer to appropriate party as needed or necessary.
• Considers alternate methods for satisfying customer orders as needed: conversion of in-stock parts, ordering from outside distributors, etc.
• Advises customer of most cost-effective method.
• Tracks and resolves customer complaints regarding incorrect or delayed shipments. Investigates errors and follows up to reduce future errors.
• Maintains professional, courteous demeanor and interaction with internal and external customers, develops rapport and anticipates needs.
• Performs other duties as requested and assigned.

  WORKING CONDITIONS

While performing the duties of this job, the employee will operate in a clerical, office setting with ambient temperature and light settings. The noise level is generally low, but in a cubicle setting so the employee must be able to focus on conversation with customer while other conversations are taking place within immediate area. The employee routinely uses standard office equipment such as computers, phones, photo copiers, filing cabinets and fax machines.

  EDUCATION AND EXPERIENCE

• High School Diploma or equivalent required.
• Prefer 2–3 years of relevant experience with some technical repair or sales experience.

LANGUAGE SKILLS  

• Ability to read, analyze, and interpret technical procedures and product information in English. 
• Ability to write reports and business correspondence. 
• Ability to effectively present information and respond to questions from customers, vendors, and coworkers or managers.

  MATHEMATICAL SKILLS

• Ability to calculate prices and discounts, review credits, verify stock and quantity of orders. 

  REASONING ABILITY

• Define problems, collect data, establish facts, and draw valid conclusions. 

  OTHER SKILLS AND ABILITIES

• Mechanical aptitude regarding parts, their use, application and limitations in order to make recommendations to customer.
• Computer literacy: software navigation, email, word processing, spreadsheet development.
• Strong customer focus.

  PHYSICAL DEMANDS

• While performing the duties of this job, the employee is regularly required to sit. This position requires the use of hands and fingers to type, handle controls as well as the ability to reach with hands and arms. This position requires the ability to hear and to speak. The employee is occasionally required to stand, walk, bend and stoop. The employee may occasionally lift items 25 pounds or less. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.