What are the responsibilities and job description for the GCC - Customer Service Representative position at Employee Owned Holdings, Inc.?
GCC is looking for a candidate who wants to contribute on a significant way with our largest clients and vendors to join our 100% employee owned company. GCC has offices in Tampa, Miami, Spokane, Seattle and Portland - providing motion control solutions for hydraulic, pneumatic and electrically powered applications. Our main corporate division in Tampa handles all accounting, purchasing, operations and customer service for the Florida region. We recently expanded by acquisition into Washington & Oregon in November 2018. Our team continues to grow, and we are proud to be a 100% employee owned company - every employee has skin in the game.
This position involves activities that contribute directly and indirectly to customer and supplier’s satisfaction objectives. Responsibilities involve the timely, accurate, professional handling of customer transactions within established timeframes, and in compliance with Gulf Controls Company policies, procedures and philosophies. The employee should exercise sound business judgment utilizing an appropriate sense of urgency and sound customer service skills.
Specific responsibilities and authorities may include:
- Answer and respond to customer calls (both internal and external) for sales and service. These calls may include placing and changing orders, quotations, order expediting and/or status, technical information, product availability, complaints, returns/repairs and credit issues.
- Placing orders
- Changing orders
- Quotations
- Order expediting and/or status
- Technical information
- Product availability
- Complaints
- Returns and repairs
- And credit issues.
- Managing customer MRP reports
- Enter all orders and quotes into the system within 8 business hours.
- Return all calls (including voicemail) within 8 business hours.
- Follow-through on all inquiries and provide specific feedback to customers on all issues within 8 business hours, if not resolved at point of contact.
- Coordinate activities with other departments such as:
- Purchasing - inventory levels, price and/or lead-time changes, part number creation
- Accounting & Finance - credit and invoice issues
- Warehouse and Shops - shipping, inventory, product assembly and conversion issues
- Outside Sales - customer updates and issues
- Support and participate in the organization’s continual improvement program to conform to ISO 9001 requirements and understand the implications of not conforming with the Quality Management System.
- Other duties as assigned
EDUCATION AND TRAINING
- High school diploma, GED, or equivalent secondary education.
EXPERIENCE
- Technically proficient with ERP programs which apply to the Customer Service department.
- Proficient with PC hardware/software applications, and manufacturer’s application software.
- Experience working in an ISO 9001 environment a plus.
KNOWLEDGE AND SKILLS
- Strong product and pricing skills. Ability to answer model number, light function explanation and pricing for all GCC product lines.
- Sound problem solving skills. Ability to make decisions demonstrating initiative and assertiveness.
- Strong interpersonal skills. Ability to work well with customers; team members; and individuals in other departments.
- Good communication skills. The ability to articulate technical and conceptual information in a clear, concise and effective way.
We offer a competitive salary and benefits package, including medical, dental, vision, life and disability insurance, family leave and 401(k) plans with company match. A unique benefit GCC offers as part of Employee Owned Holdings, Inc. is an employee stock ownership plan.
What is an ESOP?
- ESOP is a special retirement program that allows employees to own stock in the company. When you join EOHI, you automatically begin investing in your future (without having to purchase shares). We are a high growth company committed to training our employee owners to develop their skills and advance in their careers.
- Studies also show that retirement account balances for ESOP companies are 2.5 times higher.
- ESOP companies grow 2.5 times faster than those companies without employee ownership.
- Research shows employee owned companies are superior in performance, employee benefits and employee morale because everyone is working towards a common goal.
