Senior Customer Service Representative

Summary:

The Senior Customer Service representative is responsible for providing effective customer satisfaction for all internal and external customers by establishing working relationships and using excellent, in-depth knowledge of company products and programs as well as communicating effectively with all team members.

Essential Responsibilities and Duties:

· Receives and responds to all customer inquiries. Analyzes requests and resolves customer concerns while maintaining the best possible service/solutions

· Answers incoming customer calls concerning order status, inventory availability, pricing, quotes, shipping, etc.

· Authorizes merchandise returns, credits, and prepares related paperwork

· Supports the needs of Production and Sales Managers

· Possesses very good knowledge of product line/brand, prices, delivery time, and promotions

· Updates orders and posts changes in partial shipments, price differences, etc.

· Communicates effectively with the staff member most relevant to ensuring the client’s satisfaction

· Answers and transfers phone calls

· Receives and handles phone and e-mail requests for purchase orders, order changes, adjustments, etc.

· Partners with the credit department to resolve disputed credit items

· Provides timely feedback to the company regarding service failures or customer concerns

· Partners with the sales team to meet and exceed customer’s service expectations

· Resolves client complaints and solves problems in a timely manner

· Confers with production, shipping, warehouse or common carrier personnel to expedite or trace missing or delayed shipments.

· Uses the company database to retrieve pertinent information required by the customer

· Notes all telephone/email correspondence in the database

· Occasionally prepares written or verbal quotes for pricing, shipping costs, lead time, etc.

· Performs other related duties as assigned by supervision or management

Working Environment and Physical Demands:

· Work performed in a professional office environments.

· This role routinely uses standard office equipment such as computers, phones, photocopiers, etc..

Minimum Qualifications:

Education:

High school diploma or GED.

Experience:

Two years of Customer Service experience.

Computer Proficiency:

Proficiency in Microsoft Office suite and other relevant software.

Verbal and Written Communication:

Excellent verbal and written communication skills.

Attention to Detail:

Strong attention to detail to ensure accuracy and quality in tasks.

Organization:

Excellent organizational skills to manage workload and prioritize tasks effectively.

Collaboration:

Demonstrated ability to work collaboratively with team members to achieve common goals.

Time Management:

Effective time management skills to meet deadlines and handle multiple tasks efficiently.

Adaptability:

Flexibility and adaptability to navigate changing priorities in experience environments.

Conflict Resolution:

Ability to identify and address conflicts constructively to achieve positive outcomes.

Ability to Multi-task in High-Stress Situations:

Proven capability to handle multiple tasks simultaneously under pressure while maintaining composure and focus.

Strong Telephone and Email Etiquette Skills:

Proficiency in handling telephone and email communications professionally and courteously.

Basic Hydraulic Knowledge (Preferred):

Familiarity with basic hydraulic principles and systems (preferred).

Previous Experience with Epicor ERP (Preferred):

Prior experience using Epicor ERP software (preferred).

Effective Communication Skills:

Ability to communicate effectively verbally and in writing with customers, coworkers, supervision, and management.

Physical Demands:

Must be able to meet physical demands, with or without accommodation.

The Oilgear Company is an at-will employer.

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)
• Are you willing to take a drug test, in accordance with local law/regulations?
• Are you willing to undergo a background check, in accordance with local law/regulations?
• How many years of Epicor ERP system experience do you have?
• Do you have any basic hydraulics knowledge? If so, how many years?

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)
• ERP systems: 2 years (Preferred)
• Phone etiquette: 2 years (Required)
• Time management: 2 years (Required)
• Conflict management: 2 years (Required)
• Microsoft Office: 2 years (Required)
• Computer literacy: 2 years (Required)

Work Location: In person