Customer Service Rep Level I

The Customer Service Representative position is to provide timely and accurate support to customers placing orders. In addition, this person will be the liaison with operations and planning to provide the most accurate information to the customer. This person resolves routine and basic problems and communicates solutions or request information to the customer. Analyzes a customer’s service needs and refers to the other service or technical departments as needed.

• System order entry and providing information/feedback to the customer.
• Initiating action to prevent the occurrence of any nonconformities relating to product,
  process, or/and quality system up to and including when necessary stopping production to
  correct quality problem.
• Identify and record any problems relating to the product, process and quality problems.
• Initiating, recommending and providing solutions with customers on products.
• Perform duties and tasks as prescribed in company policies, procedures, and work
  instructions
• Enter orders into operating system with high level of accuracy
• Support customers with any problems or issues with products
• Foster a good working relationship with planning and operations to provide
  accurate/improved ship dates to the customer
• Communicate effectively on the phone or via email
• Process order acknowledgements, provide tracking numbers, electronically file customer
  orders
• Relay essential information to purchasing for needed materials
• Other duties assigned

To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily.

Education and/or Experience:

• Education: High School Diploma
• Experience: Minimum 2 year’s customer service experience
• Excellent oral and written communication skills
• Use of ERP system, Microsoft office products, understanding of process flow, strong
  attention to detail

Reasoning Ability

Ability to apply common sense understanding to carry out detailed and involved written or oral
instructions. Ability to deal with problems involving a few concrete variables in standardized
situations.

The ability to make sound decisions and actions is required.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee
to successfully perform the essential functions of this 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 regularly required to talk or hear. The
employee is frequently required to use hands to use the computer to complete the computer skills
required above. The employee must occasionally lift and/or move up to 15 pounds.

Direct Reports

This job has no supervisory responsibilities.

Travel

0%

Disclaimer

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other jobrelated instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.