Customer Service Representative

Customer Support Specialist

Support direct and indirect customers with suspension and parts solutions, including identifying appropriate products to fit needs; providing price and availability; receiving, processing, and confirming orders; processing RMAs; creating credit/debit memos as necessary. Serve as customer advocates and internal problem solvers on customers' behalf. Support outside sales teams with efforts towards achieving company sales and growth targets.

Essential Duties & Responsibilities:

Provide product quotes as needed in conjunction with outside sales and product availability to customers.

Receive and enter customer orders (internal and external) into computer system. Request and obtain delivery commitment from Scheduling and confirm order delivery with customer. Resolve any discrepancy between customer requested ship date and production's available to ship date.

Provide direct and indirect customers with service part #s, availability and/or Aftermarket Supplier partners as needed.

Evaluate and issue Return Material Authorizations per company policy. Issue other miscellaneous customer credits and debits in conjunction with outside sales as required to effectively serve customers in accordance with company policy.

Maintain customers' hard copy files including customer purchase order, customer acknowledgements, pertinent correspondence, invoices, shipping paperwork, RMA documents, credit/debit memos, etc.

Support outside sales teams as needed with order status, customer account status, etc.

Follow customer issues from start to resolution, including communicating to customer as appropriate.

Maintain positive relationships with internal departments and colleagues.

Qualifications / Training / Skill Requirements:

Experience with data entry including software knowledge and experience using basic tools such as email, spreadsheets, and word processing programs

Able to prioritize multiple demands and work interrupted with high degree of accuracy and follow through

Able to analyze and determine customer needs and enlist help from other departments to determine best course of action

Able to communicate effectively through verbal and written means

Ability to resolve and manage customer conflict while maintaining professional demeanor and utilizing customer care techniques

Strong organizational skills required

Mechanical aptitude a plus

Strong multitasking skills with a proactive, self-driven approach and a commitment to enhancing processes and procedures.

Education Requirements:

Associates' or Bachelor's Degree in business, customer service or related area preferred, and/or equivalent work experience

High School Diploma or GED required

Experience Requirements:

2+ years' experience within a team setting and/or customer service environment preferred

Demonstrates interpersonal and team social skills

Proficiency in Microsoft Office required

MRP experience preferred

Minimum of 40 WPM with 97% accuracy

Physical Demands:

Must be able to verbally communicate in articulate and enunciated manner

Ability to sit for prolonged periods of time while performing repetitive clerical tasks such as typing and filing

General Skills:

Teamwork: Able to communicate effectively, participate as a member of a team and work well with others to maximize efficiency.

Quality: Familiar with company policies and demonstrates knowledge of relevant procedures and importance of producing quality products.

Safety: Follows general and equipment specific safety rules. Uses appropriate safety protection equipment and other safety devices.

Adaptability: Positive to change associated with company efforts.

Core Values:

Integrity

Dedication

Bold/Humble

Attitude