What are the responsibilities and job description for the Sales Customer Service Representative position at Abilene Machine LLC?
Job Purpose
Handles all incoming customer service issues; handles warranty and reships from the web orders; as well as helps troubleshoot and give technical help to customers when needed. Manages a high volume of phone calls; sells and services new and existing accounts; gathers information accurately from customers while treating them with the highest level of respect; provides customers with product information to assist them in purchasing decisions; recommends additional products or services to meet customer needs; identifies and pursues prospective customers.
Essential Functions
- Answers incoming customer service calls for new, remanufactured parts and used parts. Gathers all information necessary for resolution of transactions
- Relays appropriate information to manager and supporting departments.
- Assists counter customers, including providing information regarding products, billing, repair, collections, and other types of inquiries.
- Follows up with customers in a timely manner after inquiries to close sales.
- Checks open orders daily, research orders not processed and resolves any issues in a timely manner.
- Assists with customer warranty issues, to include connection with the customer to identify the issue, reviewing the policy, resolving simple cases, or escalating the decision to the Sales Manager, if they cannot clearly assist.
- Manages online orders, including problematic online orders, for parts by connecting with the customer, identifying the issue, refunding the incorrect part, and ordering the correct part.
- Conducts themselves as professionals in appearance, language, attitude, etc. To promote a favorable image of the company.
Customer Service Functions
- Submit corrections for catalog, web, and eBay. (Parts descriptions, serial splits, eBay items that we do not have access to especially overhaul kits that have discontinued parts)
Accounting Support
- Supports the collection of past due accounts and COD’s.
- Assists with discrepancies on customer accounts.
Develop Sales Knowledge
- Attends and participates in sales meetings.
Other Duties
- Assists with special Projects, as requested.
Knowledge and Experience
- High school diploma or equivalent; three to five years previous work experience with significant customer contact with at least two years previous sales experience or equivalent combination of education and experience.
- Basic mechanical knowledge.
Communication and Reading Skills
- Excellent verbal communication skills with the ability to effectively present information and respond to questions from customers, co-workers, and management including the ability to give instructions, speak clearly, effectively, and professionally in positive and negative situations.
- Ability to read and interpret documents such as policies, procedures, specifications, and routine business documentation.
- Exceptional telephone skills, including the ability to build rapport and to read the customer over the phone.
Cognitive Abilities: Reasoning, Problem Solving, Analysis
- Ability to make good decisions, including exhibiting sound and accurate judgment; supporting and explaining reasoning for decisions; including the appropriate people in decision-making process; making timely decisions; and identifying when issues should be referred to appropriate management.
Interpersonal Skills
- Excellent customer service skills with the ability to develop and maintain strong working relationships with customers; co-workers, and management; the ability to respond promptly to customer needs and requests for services and assistance; and ability to meet commitments.
- Exhibits objectively and openness to others’ views; gives and welcomes feedback; contributes to building a positive team atmosphere.
- Ability to manage conflict
- Ability to manage difficult or emotional customer situations; involve management before situation escalates; respond promptly to needs and solicit feedback to improve service.
Performance expectations
- Completes all required reporting and administrative functions timely. (in CRM)
Abilene Machine provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
