Customer Service Representative

SUMMARY:

This position is responsible for providing Customer Service to the direct sales channel including Distributors, Manufacturer’s Representatives, Architects and End-Users. Responsible for processing of washroom accessory and partition sales orders via telephone, fax or e-mail, responding to inquiries and coordinating inter-departmental communication for complete follow-through with the customer. All functions must be performed in accordance with established company policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Work in conjunction with other Customer Service Representatives within organization to ensure that processes are consistent. Ensure that the Customer Service Vision, Mission, and Strategy initiatives are executed properly.
• Respond to Distributors, Manufacturer’s Representatives, Architects and End-Users via telephone, or e-mail for the purpose of processing orders, providing technical support, including basic drafting, and resolving customer issues.
• Daily functions include communication with Distributors, Manufacturer’s Representatives, Architects and End-Users regarding the following: receipt of purchase order, scheduled ship dates, purchase order changes, price, and availability, tracing lost shipments, shipping discrepancies, expediting orders, return of goods, field complaints, technical or installation inquiries. Required to maintain department quality and accuracy standards; caseload/hour, phone metrics.
• Use department reference materials (including bobrick.com) as resource to assist in handling technical inquiries from Distributors, Architects, Manufacturer’s Reps and End-Users regarding products and or installation.
• Process incoming purchase orders for washroom accessories and partitions.  Daily order entry of customer orders into the company’s Enterprise Resource Planning System (ERP), including order entry of quoted orders.
• Collaborate with manufacturer’s reps, sales managers, credit, shipping, production control and/or purchasing departments to resolve sales orders, shipment issues and inquires to ensure maximum service and satisfaction in response to customer’s needs.
• Investigate carrier issues by gathering necessary information from the customer and reporting it to Transportation team so that they can file a claim with the carrier. Process no-charge replacements for lost or damaged in transit requests, and all other no charge part orders.
• Collaborate with manufacturer’s reps, sales managers, credit, shipping, production control and/or purchasing departments to resolve sales orders, shipment issues and inquires to ensure maximum service and satisfaction in response to customer’s needs.
• Coordinate scheduling changes with Production Control, Purchasing and Shipping departments when required, and update the orders in the ERP system with necessary information. Communicate all changes to distributor and/or manufacturer’s representative when necessary.
• Gather necessary information from the customer, and decide on the best solution for the customer based on the findings and the situation.   Records the findings in our system according to internal processes.
• Support Method Improvement Program for department. Participate in suggesting more efficient methods as it pertains to overall department objectives or specific job duties.
• Follow Module Program Manual guidelines on employee development to ensure that the necessary requirements are met.
• Working knowledge of design-drafting standards and practices for commercial and institutional projects. Must have the ability to interpret notes, sketches, specifications, architectural blueprints into working drawings for installation purposes. Develop drawings with appropriate design criteria and ADA requirements with minimal supervision. Must have exceptional accuracy and strong math skills, including adding fractions.
• Position reports directly to Customer Service Supervisor/Manager. Maintains direct contact on a routine basis with most departments within organization. Conducts business under general direction of department lead. Presents questions and proposed solutions for customer problems to department lead for clarification and direction. Facts and research presented to Customer Service Supervisor/Manager for final resolution.

QUALIFICATIONS:  

•  Minimum of 2 years Customer Service experience and an Associates (or greater) degree OR 8 years of Customer Service experience and a High School diploma required
• Has working knowledge of design-drafting standards and practices for commercial and institutional projects.
• Excellent follow through skills in order to ensure that customer inquiries are effectively and expeditiously resolved.
• Must be able to accurately input data into on-line order-entry system.
• Must have exceptional critical thinking ability.
• Must have intermediate skills in Microsoft Word, Excel, PowerPoint and Outlook.