Customer Service Representative

Overview Summary (Job Description): The Customer Service Representative is responsible for supporting the customer service, sales, all customer product returns and order entry functions of Bitzer. The ideal candidate must be effective and efficient at processing all customer requests with minimal supervision and within Bitzer’s guidelines. Responsibilities Coordinate all Customer Service activities associated with assigned market or product line. Ensure quotes and orders are promptly processed, as well as accurately conveyed and entered in both the company ERP and CRM systems. Understand customer needs and requirements to assist with product configurations and selections. Work closely with Engineering, Manufacturing and Purchasing to ensure customer orders meet delivery deadlines and quality expectations. Communicate with internal departments such as Operations, Technical Support, Quality, Sales, Accounts Receivable, and Engineering as required. Oversee the status of assigned orders from entry through production and delivery. Research purchase and account histories. May handle freight quotes and logistical issues. Coordinate order fulfillment through remote locations as needed. Handle the entire process of Return Material Authorization (RMA) requests from customers for all product lines and all communication from the point the RMA is opened until it is closed. Ensure RMAs are promptly processed and accurately conveyed and entered in both the company ERP and CRM systems. Understand customer needs and requirements to assist with return and credit process. Arrange return shipment of products. Communicate with internal departments such as Operations, Customer Service/Technical Support, Quality, Sales, Accounts Receivable, and Engineering as required. Oversee the status of assigned RMAs from entry through product return, inspection and credit. Research purchase and failure histories. Distribute inspection reports and RMA dispositions to RSMs and customers. Ad hoc RMA reporting and analysis. Follow up with customers on non-returns. Issue credit memos. Go on-call during assigned weeks throughout the year. Each CSR is assigned a holiday for the on-call rotation. While on-call, be responsible for any emergency orders/calls that come in after hours or on weekends/holidays. Competencies (Knowledge, Skills & Abilities) Self-motivated and goal-oriented Ability to learn quickly and adapt accordingly Strong attention to detail Ability to function as a team player within a diverse group and the capacity to work independently under minimal supervision Requirements Strong account management and problem-solving skills Familiarity with CRM systems and workflow concepts Must be able to handle a high volume of emails and calls simultaneously Ability to multi-task in a fast-paced environment and meet deadlines with frequent interruptions Excellent written and verbal communication skills with the ability to interact well with people Computer experience with Windows and MS Office tools such as Word, Excel and Outlook General understanding of order entry and B2B sales processes HVAC/R technical skills a plus This job is performed in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The overall business is a manufacturing environment and at times may require going into the manufacturing area where proper PPE is required. Physical Demands Regularly required to talk and hear. Frequently required to stand; walk; bend; stoop; use hands; reach with hands and arms. May be required to lift up to 25 pounds. Employee Benefits Medical Insurance (heavily subsidized by the Company) Company-paid Vision Insurance, $50,000 life insurance and Short and Long-Term Disability PTO Education Reimbursement (must be approved by manager) 401(k) Plan with dollar-for-dollar match up to 4% of compensation; 100% vested immediately Company Long Term Incentive Plan based on profitability; 100% vested after 6 years on a graded scale #J-18808-Ljbffr