Customer Service Representative

General Purpose of Position:

Reporting to the Customer Service Manager, the Customer Service Representative will be a dynamic, self-motivated individual with strong team orientation, detail oriented and be able to work in a fast-paced office environment. The role is a supporting one to the Sales Operation and acts as a liaison between Sales and all divisions responsible for fulfilling the Work Order (WO), including Planning, Production, Accounting and Shipping. The Specialist should possess strong communication skills and enjoy interfacing with a diverse array of people.

Job Duties and Responsibilities:

• Responsible for creating a WO to each purchase order (PO) received via email, fax, or phone.
• Will utilize all resources available to ensure accuracy of WO, such as equipment manuals, price sheets, equipment training and /or utilizing sales staff.
• Will work collectively with other departments to collect and communicate, both to sales team and/or dealer/customer, information related to WO fulfillment, such as Estimated Shipping Date (ESD), availability and other information.
• Processing orders with a sense of urgency for rapid shipment.
• Work closely with Accounting to ensure products can be released and there are no credit holds.
• Interact and respond to assigned salespeople and their respective dealers, by phone and/or email within their service level.
• Respond to general inquiries regarding equipment and parts.
• Utilize SalesPad software to generate, manage and track all WO’s and accounts.
• Will effectively use of Microsoft Office Suite – Word, Excel, Outlook to review, document and provide reports as needed to department manager of sales manager.
• Other duties as assigned by management.
• All duties are subject to change based on business needs.

Knowledge, Skills & Abilities:

• Strong computer literacy required in all aspects. Ex: Microsoft Office, data entry, CRM software programs, etc.
• Possess excellent reading, writing and communication skills
• Experience working with SalesPad, Great Plains or similar CRM software preferred.
• Strong attention to detail
• Strong organizational skills
• Must possess excellent soft skills required to deliver a best-in-class Customer Service experience, including but not limited to effective listening, using empathy when needed, having a sense of urgency, being respectful, willing to help, etc.
• Demonstration of the ability to follow through with customer inquiries
• Ability to quickly learn products and procedures
• Excellent organizational and interpersonal skills combined with strong drive to participate in a positive work environment

Educational Requirements:

• High School diploma, college degree preferred or equivalent in experience.

Training and/or Experience:

• Three (3) years of industry-related Customer Service experience, order processing, data entry, working knowledge of Microsoft applications.