Customer Service Representative

Come and join a growing company that has over 100 years of experience! We are hiring for a Customer Service Representative. Our Customer Service Representative will be responsible for entering customer orders, responding to customer inquiries, resolving customer order problems, quoting product prices and lead time, and maintaining positive customer relationships.

THE ESSENTIAL JOB FUNCTIONS:

• Assist customer with product line items, and suggest alternatives to meet customers' immediate needs.

• Enter customer orders into system following established procedures.
• Quote product prices and discounts applicable to the specific customer. Determine pricing of some non-standard products following established quoting procedures.
• Maintain Quotation log and file of all blueprint requests for quotes. Assign AQ#, log in system, locate or create a quote record form for each blueprint and give to the Engineering Department. Create a formal quotation in the system to send to customer.
• Determine most appropriate Promise date to quote on product from appropriate sources.
• Follow up on customer inquiries relating to expedites and order ship dates. Request information required and responds to the customer.
• Approve customer returns following established procedures, initiate required paperwork and approve standard items for credit with appropriate charges. Verify return goods paperwork after inspection; contact the customer of any discrepancies prior to credit being issued.
• Process customer order cancellation and modification requests, record information, refer to production control department and advise customer of order status and appropriate charges.
• Trace lost order shipments with carrier and follow up with appropriate actions regarding the customer and the carrier.
• Resolve customer billing complaints, investigate and prepare paper work for credits to be issued as necessary.
• Prepare customs documentation for all export shipments.
• Prepare all catalog requests for mailing.
• Print and mail all Customer order Acknowledgments for special and standard items.
• Run Sales and Booking reports as required by Sales Department.
• Assist others as assigned to maintain workflow.

TRAINING AND EXPERIENCE:High School Graduate or Equivalent and 2-3 years experience in Customer Service. Experienced with personal computers, particularly with Word Processing and Spreadsheet applications. Good attention to detail, ability to multitask and great verbal and written communication skills are required.

HEARING ABILITY: No special requirements.

LICENSES REQUIRED: None

PHYSICAL REQUIREMENTS:

• A) Visual Acuity: Near acuity and accommodation required for reading documentation and the computer screen.
• B) Hearing Ability: No special requirements.
• C) Working Environment: General office environment