What are the responsibilities and job description for the CUSTOMER SUPPORT REPRESENTATIVE position at Dodge Industrial, Inc.?
JOB TITLE / LOCATION : Customer Service Representative Customer Support Representative This position builds relationships through frontline support of customer accounts across the US. In this role, you will act as the central point of contact for inquiries, provide solutions to those within your scope, and escalate those that require it. Reporting to an Inside Sales Manager, you will be responsible for handling all aspects of internal and external customer needs. ESSENTIAL FUNCTIONS OF THE JOB : Facilitate the order process from beginning to end for distributors, OEMs, and outside sales engineers; including quoting, order entry, expediting, warranty, credits, returns, freight claims and invoicing Answer basic technical questions utilizing available resources including systems, product support groups, and catalogs to quickly answer customer questions Act as liaison between manufacturing, engineering, warehousing, and customers Expedite orders to meet customer demands Provide effective verbal and written communication Utilize problem solving skills including critical thinking The ability to always show empathy to customers Practice time management and maintain awareness of your own work in queue and that of teammates Support and back up teammates during absences and training Assist as needed with issues identified by management EDUCATION : Bachelors Degree OR Associates degree and minimum 1 year of experience in a customer service environment OR High School Diploma or GED and minimum 3 years of experience in a customer service environment DESIRED SKILLS : Proficient in the use and navigation of personal computers, especially the use of MS Word, Excel and TEAMS. SAP experience, mechanical product knowledge and bilingual skills a plus PHYSICAL and MENTAL JOB REQUIREMENTS Able to sit or utilize standing workstation for 8 hours a day Able to work in a cubicle environment Able to work in a fast-paced department with multiple inbound media and competing priorities Able to organize, prioritize and plan incoming work and work-in-process Able to grasp new job-related information / skills and demonstrate understanding of the same. Work and collaborate with teammates in person RBC Bearings offers a competitive benefit package. RBC Bearings is an Equal Opportunity Employer, including disability and protected veteran status.
