Customer Service Domestic I

Job Title: Customer Service Domestic I

Department: Domestic Customer Service

Reports To: Global Customer Service Manager

Summary

Performs all duties and responsibilities in alignment with Emergency/Mortuary Sales and Marketing with assigned accounts.

Essential Duties and Responsibilities include the following.

• Direct Dealer and Customer contact with primary communication source via phone, email, and fax.
• Inside Sales Rep Support as needed
• Order expediting and contract review
• Order discrepancy follow-up
• Maintain orders per customer request
• Track status of customer orders, and communicate to the customers as prescribed
• Establish new customer account set-up
• Maintain existing customer accounts
• Responds to customer inquiries or complaints regarding Ferno products or services
• Coordinates problem resolution with appropriate departments
• Follow-up to ensure customer satisfaction regarding product or issue resolution
• Knowledgeable of Ferno policies, procedures, practices, products, and services
• Maintains and Communicates information via CRM (Customer Relationship Management)
• Referrals to select Dealer representatives (For non key accounts)
• Follow-up phone calls and surveys for new products and projects
• Order entry and maintenance
• Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies.
• Inbound/outbound phone calls, emails, faxes , log in to customer call que
• PCS/Warranty processing
• Crediting/re/invoicing
• Process price quotes
• Process freight quotes
• Maintains and updates files as necessary
• Assist in other areas of the department as needed
• Other duties may be assigned.

Education and/or Experience

• High School diploma or GED required with prior experience in customer service areas and with the public preferred.
• And/or training; or equivalent combination of education and experience.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent attendance
• Good organizational skills
• Ability to take direction and work independently
• Working knowledge of WORD and EXCEL
• Knowledge of AS/400 (INFOR XA) a plus
• Knowledge of CRM (ZOHO) a plus)
• Ability to type with speed and accuracy

Ferno is an equal opportunity employer and that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.