What are the responsibilities and job description for the Customer Service Representative, ERP position at HOG TECHNOLOGIES?
At Hog Technologies, our team members take pride in being passionate problem-solvers who embody our core values daily. We are dedicated to upholding the “anything, anytime, anywhere” philosophy. Joining Hog Technologies offers a career path that involves learning from industry-leading experts, engaging with impactful technologies, and fostering a drive for innovation. By becoming a part of our team of expert innovators and problem-solvers, you will contribute to delivering world-class solutions for our esteemed customers. Embrace the opportunity to be a part of something greater with Hog Technologies.
Position Overview:
The Customer Support Representative (CSR) provides Hog customers information in response to inbound inquiries about products, spare parts and services. The CSR will handle and resolve complaints and seek opportunities to educate the customer and offer appropriate options to increase product reliability and sales. Using two computer systems to research, enter and track orders for spare parts and address inquiries of a technical nature, the CSR is key to excellent customer relationships. Strategically works with the lane lead for the various lanes such as Pavement Markings, Rumbling Grinding Grooving, and Stripe Hog.
Specific responsibilities include:
• Must have experience with an ERP System; Mas100
• Receive inbound customer support calls, handle all customer inquiries, and provide any/all related support.
• Provide customer's quotes, enter sales orders, send order confirmations, and track/process returns.
• Follow up on order status, product inquiries, and return processes to provide necessary feedback to customer.
• Collect payment information, or arrange for billing and communicate quotes to customers.
• Obtain all relevant information to assess validity of complaints and elevate the issue to communicate findings of possible cause, to Customer Support Manager to determine appropriate remedy for the customer.
• Other duties as needed to provide exceptional and uncommon customer service.
Qualifications / Experience:
• Minimum of a high school diploma, GED, or equivalent. Course work in customer relations preferred.
• At least 2 years Customer Service Experience.
• Familiarization with RMA Process.
• Must be proficient in use of Microsoft Word/Excel, Google Sheets/Gmail and able to type 40 words per minute.
• Must possess the ability to work in a fast-paced environment and have great time management skills.
• Excellent organization and proven verbal and written communication skills.
• Must be self-motivated with abilities to work independently and collaboratively with team members.
• Knowledge of principles and processes for providing customer services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Must be fluent in English, ability to speak other languages a plus.
Other Important Information:
Supervisory Responsibility - This position does not have supervisory responsibilities.
Work Environment - This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Position Type/Expected Hours of Work - This is a full time position. Days and hours of work are Monday through Friday, 8 a.m. to 5 p.m. Occasional evening and weekend work may be required as job duties demand.
Travel - This position may require travel from time to time.
Additional Eligibility Qualifications - Must be able to pass a background check and drug test.
Other Duties - Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
AAP/EEO Statement
Hog is an equal opportunity employer; we do not discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation or other protected status.
Health Insurance, Vision, Dental, Paid Time Off Holidays, 401K, Voluntary Benefits, and a Great Work Environment!
