Customer Service Representative - Government Accounts

The Customer Service Representative - Government Accounts assists customers with all aspects of the order taking process, answers questions about products and processes returns, and works cross functionally across departments to ensure a positive customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The Customer Service Representative is to serve as Thomas’s initial and primary contact with customers, and present Thomas in a professional, knowledgeable and courteous manner at all times. Principle duties include supplying basic product information, processing orders and resolving Customer Service problems.

Specific:

1. Answers the Telephone

a. Answers telephone in courteous, friendly and professional manner and presents a favorable image of the Company in all communications with customers.

b. Responds to customer requests in timely manner.

c. Maintains a pleasant tone and positive attitude at all times.

2. Processes Orders

a. Enters mail, fax and telephone orders into the ERP.

b. Maintains knowledge of computer “know-how.” Uses computer to its fullest capacity to obtain information in locating customer accounts, products, inventory stock, etc.

c. Gives verbal pricing, availability, and shipping cost via phone.

d. Sends invoices, credits, MSDS’s, and other related documentation upon request.

e. Sends acknowledgement via fax and/or email for all orders.

3. Resolves Customer Service problems.

a. Checks order status upon request and provide tracking info.

b. Traces lost/damaged shipments.

c. Reviews customer claims of shortages.

d. Handles return requests, issuing Return Authorization Numbers and completing return instructions.

e. Listens to and forwards customer viewpoints and is capable of solving problems in promoting customer satisfaction.

f. Proactive and reactive expediting of orders.

4. Maintains Knowledge of Products and Resources Available

a. Utilize the company web database to assist customers with products.

b. Uses available resources to search for product specifications, discontinued and replacement products, MSDS, instructions, etc.

c. Attends vendor training session as required to obtain product knowledge.

5. Communicates Information to Appropriate Individuals

a. Forwards quote requests to Quotes Department for pricing of products.

b. Communicates and transfers special or unusual requests to the appropriate Marketing Manager.

c. Maintains acceptable communication skills with all co-workers throughout the company, portraying an acceptable image as a representative of Customer Service.

d. Troubleshoot issues and transfer to Technical Service Department, or refer to the product manufacturer as needed.

e. Customer Service Reps are encouraged to respond to these requests when they know the proper reply.

6. Communicates with Supervisor about:

a. Non-Routine and unusual customer problems.

b. Failure to meet customer commitments.

c. Individual training requirements.

7. Participates in all aspects of lean, lean training, lean events as required.

8. Looks for ways to improve Customer Service Department and both the department’s and individual’ efficiencies and time management.

9. Complies with all Company policies (i.e. personnel, safety, telephone, etc.).

10. Performs all other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• This position has no supervisory responsibilities.

PHYSICAL DEMANDS-the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position frequently requires sitting, finger dexterity, talking, hearing and visual acuity. It occasionally requires standing, walking and reaching. It rarely requires lifting (average weight 20#).

MENTAL DEMANDS

• Must be able to manage multiple projects and tasks

• Must pay close attention to detail

• This position has a predictable work schedule

• This position has frequent deadlines

• This position has a high level of decision making ability

• This position works closely with others

• There is a lot of record keeping and routine paperwork

WORKING CONDITIONS - the work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position has no exposure to environmental conditions such as chemicals, or extreme weather conditions.