Customer Service Representative

SUMMARY

Responsible for processing and managing customer orders and communicating status with dealers and sales team. Works interactively with other departments to determine lead time, to meet and exceed customer expectations.

EDUCATION, SKILLS AND EXPERIENCE

• Asociate degree (AA) from a two-year college in a related field; 5-7 years of relevant work experience or equivalent combination of education and experience.
• · Experience working with customs brokers and freight forwarders.
• · Working knowledge of SAP highly desired.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• · Understanding of Order Entry Process and policies.
• · Ability to use various computer programs including but not limited to: Microsoft Office, Excel and ERP software.
• · Ability to work well with others, able to work independently with little or no supervision.
• · Flexible and willing to take on a variety of tasks while seeking to expand knowledge through training.
• · Ability to prioritize workload.
• · Ability to respond promptly to internal and external inquiries by utilizing phone, messaging, fax machines and voicemail.
• · Ability to keep accurate information records.
• · Ability to communicate in a clear and effective manner both written and oral.
• · Effectively handle difficult or sensitive situations with tact and professionalism.
• · Ability to identify ways to exceed expectations by improving quality, value and service.

INTERPRETATIVE REQUIRED SKILLS

• · The ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram Communication and Language skills.
• · Critical thinking and logical reasoning skills, including problem-solving, troubleshooting, and decision-making.
• · Ability to present complex data in clear, concise text.
• · Ability to deal with problems involving several concrete variables.
• · Skilled at interpreting marketing campaign performance metrics to gain insight and assess against corporate goals.

COMMUMICATION REQUIRED SKILLS

• · Displays contagious enthusiasm for objectives, tasks, and people. Positively affects the commitment of others.
• · Highly effective communicator possessing the ability to listen with the intent to understand fully and to articulate strong reasoning and potential solutions.
• · Able to deploy successful marketing campaigns from ideation to execution.
• · Analyze and review timeframes and meet deadlines while successfully adhering to corporate budget plans to establish processes and timelines.
• · Ability to read and comprehend complex instructions, correspondence, and memos. Ability to write problematic posts. Capacity to effectively present information in one-on-one and group situations.
• · Ability to read the audience and situation and communicate effectively. Conveys thoughts clearly and concisely, both verbally and in writing.
• · Assess and transition copy for the audience receiving the technical and procedural documentation; adjust tone and technical terms to ensure understanding.

TIME AND PROJECT MANAGEMENT SKILLS

• · Excellent organizational skills and attention to detail.
• · Ability to work independently, with limited direct supervision, and effectively manage tasks and time.

LANGUAGE SKILLS

• · Effective communication skills, written & verbal.
• · Ability to read, write and speak in a professional business manner.
• · Ability to respond to common inquiries or complaints from customers.
• · Bilingual (Spanish and English) Preferred.

MATHEMATICAL SKILLS

Ability to understand mathematical concepts such as probability and statistical inference and fundamental fractions, percentages, ratios, and proportions in practical situations.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret technical instructions in mathematical or diagram form and deal with abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver’s License. Valid Passport. Participate in all training exercises needed to perform the job satisfactorily.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following AND other duties as assigned.

• · Process dealer orders, Credit / Debit Memos, Price Quotes utilizing SAP. Coordinate escalations and expedited requests as necessary.
• · Understanding of order entry process and policies and troubleshoots orders to resolve issues.
• · Obtain product availability information for dealers from purchasing / planning.
• · Expedite and track orders for dealers by working with various warehouse and scheduling personnel.
• · Assist dealers in placing orders and following through order completion.
• · Maintain and update dealer account information as needed.
• · Review orders to ensure accuracy, resolve discrepancies and communicate internally as appropriate.
• · Review Open Order Report and adjust orders as necessary for partial shipments, warehouse discrepancies, lead time adjustments and contact dealer with updated information.
• · Coordinate orders according to warehouse availability and schedule.
• · Create / analyze reports as necessary.
• · Answer calls and inquiries from dealers and Sales Team.
• · Provide phone coverage and invoicing back up for Administrative Assistant as needed.
• · Process warranty replacement claims.
• · Provide Administrative support as needed.
• · Prepare and provide customs documentation for Export / Intercompany orders including commercial invoices.

PHYSICAL DEMANDS & WORK REQUIREMENTS

The physical demands and work environment characteristics described below are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and distance vision. The employee will regularly work in an office environment where the noise level is low.

GENERAL

A. Keep sensitive information confidential.

B. Maintain regular attendance.

C. Punctual and proactive in getting necessary work done.

D. Assist other staff members, reflecting a team effort.

E. Read, understand, and comply with all provisions of the Employee Handbook.

F. Read, understand, and comply with all provisions of the company IIPP (Injury and Illness Prevention Program)

G. Promote a safe work environment by example and report immediately any unsafe work conditions.

H. Other duties as assigned.