What are the responsibilities and job description for the Customer Service Representative position at Global Point Technology Group?
Customer Service Representative - Global Point Sourcing Solutions
Farmington, NY
Full-Time, on-site
1st Shift, M-F
Salaried Exempt
The Customer Service Representative position serves as the primary point of contact for assigned customers and supports business business growth of new and existing accounts. Responsibilities include processing purchase orders, billing miscellaneous charges, keeping customers informed, handling customer inquiries, adjusting delivery dates, preparing reports, and resolving customer issues.
JOB DUTIES
- Interact with customers via telephone, email, or in person to provide support and information regarding products and orders. This may include weekly meetings to provide customer updates.
- Receive new orders from customers, verify accuracy of order, confirm order meets factory requirements, enter orders into Epicor for new or additional products, and submit order information to purchasing department
- Obtain ship methods and customer shipping account information from customer
- Update sales pricing and lead time on the sales order in Epicor
- Monitor and calculate tariff and freight charges. Bill customer by requesting a new PO or add to existing PO. Communicate with customers on billing preferences for tariff and freight charges. Maintain records of tariff and freight charges billed.
- Process miscellaneous POs for spot buys, instant market components, etc.
- Monitor shipping status of parts and provide customers with updates
- Request factories expedite parts per customer request
- Work with customers and internal departments to arrange air shipments when requested by customers. Obtain tracking information for air shipments and monitor shipment status closely for customers.
- Adjust shipment dates within company guidelines based on when parts are available at the local warehouse and/or customer request
- Stay abreast of engineering changes to existing parts. Initiate contract review for revisions to existing parts or the introduction of new parts.
- Work cross-functionally with internal departments and factories to expeditiously solve customer challenges. Closely monitor emails for updates.
- Prepare sales report update and participate in weekly sales meeting
- Assist sales reps with quoting parts as needed. Occasionally call on customers with sales reps
- Provide forecast for customers based on customer request
- Provide support and build relationships with stakeholders in different departments
- Comply with all safety policies, practices, and procedures: report all unsafe activity to supervisor or Human Resources Manager
- Participate in team activities to achieve departmental and company goals
- Perform other duties as assigned
REQUIRED KNOWLEDGE, SKILLS, & ABILITIES
(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, skills, and ability required.)
Education/Licensure/Credentials
Required:
- High School Diploma or equivalent
Preferred:
- Associate's degree in Business Administration
Experience
Required:
- 2 years’ experience in customer service role
Preferred:
- 3 years' customer service experience in a manufacturing or import business
Special Knowledge/Skill
Required:
- Expert verbal and written communication and interpersonal skills
- Customer service oriented with the ability to problem solve
- Proficient computer skills including Microsoft Office and data entry and the willingness to learn new software
- Strong organizational and self-management skills
- Excellent accuracy and attention to detail
- Ability to function independently and as a team player
- Possess good time management skills
- Ability to effectively make decisions with limited time and information
Preferred:
- Epicor ERP software experience and knowledge of tariffs and duties helpful
Physical Demands
Required: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
- Standing, walking, and sitting for a majority of the time
- Use of hands and arms to touch, lift, and reach, etc.
- Talking and hearing for a majority of the time
- Typing for much of the time
- Lifting and/or exerting up to 10lbs. of weight/force frequently and up to 25 lbs. of weight/force occasionally
- Cognitive requirements include ability to learn quickly, handle multiple complex task simultaneously, demonstrate strong attention to detail, and be high productive without need for much supervision
- Must be capable of remembering, imagining, logical, numerical, and verbal reasoning, perceiving, problem solving, and providing output that users can act upon
This job description supersedes all previous job descriptions. The job description is intended to be a tool to describe the primary purpose of the job and the KEY duties and responsibilities. The job description is not to be construed as an exhaustive list of all duties and responsibilities required. Management has the right to add to or change the job responsibilities at any time. All personnel may be required to perform duties outside their normal responsibilities from time to time, as needed.
