What are the responsibilities and job description for the Customer Service Representative 1 position at Fives?
Position Summary
Accountability:
Interact with customers to facilitate aftermarket parts sales in response to inquiries.
Scope and Responsibilities:
Essential duties include, but are not limited to the following:
- Proactively attains a safe and healthy work environment for all employees.
- Interacts with customers by telephone, e-mail, electronic data transfers (EDI), or by fax.
- Provides price and delivery of parts.
- Sends quotations.
- Follows and expedites all internal process (pricing, delivery, and verification/research).
- Keeps records and follows all open quotes.
- Reviews customer purchase orders for accuracy and payment terms.
- Enters orders and sends order confirmations.
- Coordinates parts orders and shipments.
- Makes follow-up calls to provide shipping/tracking information and provide order status updates.
- Keeps records of customer interactions and transactions, records details of inquiries, issues, and comments, as well as actions taken.
- Assists to resolves customers’ billing issues and credit holds.
- Provides and coordinate credit applications to new customers.
- Refers unresolved customer grievances to designated departments for further investigation.
- Prepares change of address records.
- Solicits sale of new or additional services or products.
- Works closely with purchasing and engineering to resolve parts than are no longer available.
- Works closely with the purchasing and the warehouse to assist with fulfilling orders.
- Works closely with Machine Tool Services & Solutions/MSI teams to provide best-in-class customer response time.
Education/Certification:
- Associate’s degree in a technical program, and/or equivalent experience in a related field.
Experience:
- Minimum of 2 years’ experience in customer service field.
Skills:
- Mechanical aptitude to troubleshoot issues and make recommendations based on customer input
- Working knowledge of SAP
- Ability to read blueprints
- Excellent communication- verbal and written.
- Ability to multi-task.
- Ability to work independently with minimal supervision.
- Microsoft office software.
