Position : Customer Service Representative

Location : Oakwood Village

Brand : OTP

Segment : IAF : Industrial Automation & Finishing

Overview Statement : The Customer Service Representative will be responsible for providing exceptional customer service to clients and customers.

Essential Duties

Primary contact for customers, assuring superior customer service levels are met and exceeded. Including timely processing and communication of all inquiries, orders, complaints, returns and corrections.

Extensive knowledge of account requirements and special situations; the ability to get results for customers.

Adjust and follow through on customer inquiries and complaints including order entry, returns, inventory ramifications, etc.

Handle exceptions, substitutions, allocations, and other special problems.

Gain specialized technical knowledge about our products and applications.

Present and maintain knowledge of all aspects and options available within SX.e (Infor SX.e (webui) distribution software) and able to apply it accordingly to each opportunity

Maintain knowledge of and utilize vendor portals

Gather and provide information to sales and management team

Work cooperatively with other associates; be a Team player. Offer assistance when requested / required..

Provide trouble-shooting assistance; assist with shipment issues; resolve product related problems

Follow up with customers to ensure that issues are resolved to their satisfaction

Develop and maintain list of suppliers for goods and services

Negotiate best pricing for products / services with suppliers

Generate direct ship purchase orders for required products / services and track scheduled delivery dates

Collect and distribute required purchase order documentation (i.e.. Material certifications, MSDS information, etc.) from suppliers.

Manage and track material returns with customers / suppliers

Plan, track and coordinate delivery of purchased products

Expedite purchase orders as necessary.

Enter and maintain customer sales orders into SX.e distribution software system.

Communicate any order issues with Accounting Department

Perform any other tasks assigned

Requirements

Associate Degree or equivalent from two-year College or technical school; or High School Diploma

Minimum 5 years' experience in prior customer service environment

Experience and knowledge of industrial manufacturing distribution.

Excellent customer relation and problem-solving skills

Strong verbal, written, and interpersonal communication skills

Detail oriented,including accurate data entry skills

Capable of working independently, as well as a team member

High level office computer skills required. Microsoft Office knowledge a must.

Interact with co-workers with a positive attitude to maintain a friendly and productive work environment

A commitment to "doing it right the first time."

Valid driver's license and satisfactory driving record required.

Mechanical Power Transmission and Bearing knowledge will be a plus.

Last updated : 2024-05-23