Position Summary

It is the responsibility and primary function of the Customer Service Representative to service the needs of the channel in a manner which ensures returned business. The role will report to the Customer Service Manager. Additionally, this role will be responsible for training all new hires and colleagues that need assistance in the department and identifying the needs of the Customer Service Team. 

 Principle Duties and Responsibilities

• Accurately enters purchase orders, changes purchase orders, and corrects as needed for the customer at all plant locations for gearing.
• Communicate with customers via email and phone in a professional manner, ensure all phone calls and lines of communication are checked to ensure that all customer questions and concerns are handled by end of business day.
• Field and respond to incoming calls and direct inbound sales calls to responsible Inside Sales Representative.
• Respond to requests for literature, quote, or invoice copies, etc.
• Take direction from Field and Inside Sales Representatives on purchase order execution and changes.
• Follow team protocol for launching, presenting, and promoting sales initiatives.
• Process requests for RGA’s accurately and efficiently.
• Collaborate with other Customer Service Representatives on how to be more proficient and change processes as needed. 
• Coordinate the training and cross training of new hires as well as continued development of the Customer Service Team, including cross training by existing Customer Service Representatives and inside sales. 
• Respond to inquiries from the plant locations on order entry errors, shipping method requests, and date changes.
• Coordinate outbound shipping needs through 3rd party logistics provider.
• Facilitate order execution, scheduling, and invoice creation through customer portals and respond to follow up requests (EDI).
• Respond to export documentation requests including online registration of export shipments and generate export papers.
• Review order entry errors for root cause and log in CID database.
• Escalate extended lead times through production planning management to meet customer order requirements.
• Answer inbound calls and direct sales calls to responsible Inside Sales Territory Manager
• Accurately enters customer purchase orders in ERP system.
• Communicate with customers via email and phone in a professional manner.
• Field and respond to incoming calls and direct inbound sales calls to responsible Inside Sales Representative.
• Coordinate with Field and Inside Sales Representatives on customer purchase order execution.
• Follow team protocol for launching, presenting, and promoting sales initiatives.
• Stay current with relevant technology.

Experience and Education Required

• Associates degree in a business or marketing 
• Customer service experience in an industrial or technical sales field
• Demonstrated customer service skills
• Positive attitude and the ability to provide exemplary customer service
• Ability to work independently and as part of a team

Technical Skills

• Experience with all MS Office products 
• Knowledge of ERP system functionality

HBD Industries is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

HBD NOTICE OF COLLECTION - CALIFORNIA – December 2022

The Company

HBD Industries, Inc. is a diversified industrial manufacturing company that operates a portfolio of engineered product businesses across multiple platforms including Precision Components, Industrial Rubber and Power Transmission Products.