Customer Service Representative

JOB RESPONSIBILITIES: (includes the following, other duties may be assigned)

• Collaborate with other representatives within the organization to ensure that processes are consistent. Properly execute Customer Service Vision, Mission, and Strategy initiatives.
• Manage multiple partition projects simultaneously and prioritize tasks to meet deadlines and exceed customer expectations. Responsible for responding to Distributors, Manufacturer's Representatives, Architects, and End-Users via telephone, fax, or email. Additionally, process incoming written purchase orders for toilet partitions and enter customer orders daily into the company's Enterprise Resource Planning System (ERP), including order entry of quoted orders. Duties also involve handling purchase order changes, tracking scheduled ship dates, managing price and availability, tracing lost shipments, expediting orders, processing returns, addressing field complaints, and addressing technical or installation inquiries.
• Create Partition Layout drawings based on project requirements, specifications, and design criteria, utilizing Visio software. Ensure compliance with relevant building codes, regulations, and industry standards. Prepare detailed technical drawings, including floor plans, elevations, and sections. Additionally, generate material lists, specifications, and any necessary documentation for production and installation.
• Understand the Four Level Defect Grading System and manufacturing quality escapes, gather necessary information from the customer, and decide on the best solution for the customer based on the findings and the situation. Records the findings in our system according to internal processes.
• Support Method Improvement Program for department. Participate in suggesting more efficient methods as it pertains to overall department objectives or specific job duties.
• Follow Module Program Manual guidelines on employee development to ensure that the necessary requirements are met.
• Maintain quality and accuracy standards, which includes meeting the caseload/hour and phone metrics requirements.

QUALIFICATIONS

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.

• Associate's or Technical training and one to three years related Customer Service experience and/or training; or equivalent combination of education and experience.
• Must be willing to learn and be receptive to feedback during the learning process.
• Must be able to quickly and effectively retrieve relevant information from various resources such as catalogs, online resources and standard operating procedures.
• Must be detail-oriented to make sure customer orders and drawings/layouts are done correctly.
• Must have exceptional critical-thinking ability to be able to investigate each customer’s problem, gather information and provide the best solution for the customer that is a win-win situation for the customer and Bobrick.
• Must be able to multi-task various aspects of the job in a high-stress environment.
• Must be able to work under ever-changing deadlines which may create pressure on the job.
• Must be able to accurately input data into on-line order-entry system.
• Must have exceptional customer relations and communications skills in order to effectively and tactfully deal with customer questions and complaints (for both internal and external customers).
• Must have excellent follow-through skills to ensure that customer inquiries are effectively and expeditiously resolved.
• Must be able to retrieve relevant information quickly and effectively from various resources such as catalogs, online resources and standard operating procedures and assist the team members.
• Must be service-oriented with exceptional human relations and communications skills to deal with customer questions and complaints effectively and tactfully.
• Must have a high degree of technical skill with ability to interpret specifications, plans, blueprints, submittals, and other technical information in order to process customer submittal requests and orders.

Benefits:

• 401(k) Matching
• Dental Insurance
• Disability Insurance
• Employee Assistance Program
• Flexible Spending Account
• Health Insurance
• Health Savings Account
• Life Insurance
• Vision Insurance

Salary: $19.00/hour

• After 60 days, your hourly rate will increase to $19.50, and there’s potential for an impressive merit increase within your first year based on exceptional performance.