Customer Service Associate

Job Title

The purpose of this job is to expedite orders to cash by reviewing and entering sales orders, responding to customer inquiries in a knowledgeable and timely manner, and maintaining department records and files.

Specific duties, activities, and responsibilities include but are not limited to:

• Receive, review, and enter sales orders based on customer purchase orders.
• Provide information to customers in regard to the delivery, pricing, and status of their orders.
• Make amendments to the orders based on the information attained from other departments and assure the information has been made available to the customer.
• Compose correspondence on a variety of subjects to respond to customer inquiries, complaints, or quotations following procedures and approved practices.
• Answer inquiries by telephone, email, or facsimile on a variety of subjects.
• Maintain filing records of customer's purchase orders, along with any documentation regarding the communication of the status and pricing of the orders.
• Communicate to the planning personnel of any urgent matter or issues regarding customer orders; expediting when needed, sales orders to ship to the customer as per their request, obtaining information from the planners, master schedulers, and production plant.
• Inform the sales team about customer inquiries and issues that may need the attention of the marketing group.
• Prepare sales orders reports and advise management of the problems or issues pertaining to customers. Follow up on past due orders and report to management of the status.
• Compile information for quotations on basic, routine orders.
• Maintain record of all contracts pertaining to the Customer Service Representative accounts, meeting ISO guidelines.
• Use Pump Tracking System (applicable to Pump Shops) for inventory control, part history tracking, and analysis reporting.
• Prepare and mail invoices to customer (duties vary depending on location).
• Utilize EIP System to submit electronic invoices to customer (duties vary depending on location).
• Ensure the protection of company confidential information.
• Comply with and ensure department compliance with Company health, safety, and environmental policies.
• Comply with all applicable U.S. export control and security regulations.
• Other duties as required.

EHS Requirements:

• Complete all work in a safe manner and follow all safety requirements consistent with supporting the company's TRIR goals.
• Follow all environmental requirements consistent with supporting the company's environmental performance goals.
• Complete, and actively participate in all the company's safety training requirements.

Position Requirements:

Education/Training: Associates Degree or the equivalent; or High School diploma or General Education Degree (GED) plus 1 year of Customer Service experience.

Experience: 3 year of customer service and materials experience preferred.

Knowledge/Skills: Must be PC literate (Microsoft Excel, Word, and Email). Must have excellent interpersonal and communication skills.

Physical/Mental Requirements:

• Must be able to sit for extended periods of time; a minimum of 2 hours.
• Must be able to maneuver to all areas of the office.
• Must be able to lift up and carry up to 20 pounds.
• Must be able to bend, reach, kneel, twist, and grip items while working at assigned desk area.
• Must have the manual dexterity and coordination to operate office equipment, including a 10 key adding machine, PC computers, facsimile machine, and photo copier.
• Must be able to work at a fast pace.
• Must be able to simultaneously manage several objectives, and reassign priorities.
• Must be able to tolerate changing priorities, and complete assignments despite frequent interruptions.
• Must be able to read, write, speak, and understand English.
• Must be able to respond to visual and aural cues.
• Must be able to drive an automobile.

Work Environment:

Work environment is typically considered in an office environment located on-site, within an ELS location during normal or extended business hours. Work environment may also include customer site & meeting venues, or to other location as required.