What are the responsibilities and job description for the Customer Service Representative position at Hunter Industries Brand?
About This Role:
The Customer Services Representative provides full sales support functions including the management of Sales from Order through Delivery with the goal of achieving the highest level of customer satisfaction. Serves as the dedicated, primary customer contact for all order transactions and associated inquiries from assigned customer accounts. Supports internal customers such as Sales personnel, Logistics, and Manufacturing.
Demonstrates behavior that is consistent with the company’s values of Customer Satisfaction, Innovation, Family, and Social Responsibility.
Essential Job Functions/Tasks:
- Provides a high-quality, relationship driven, customer experience in managing the needs of assigned customer accounts for all territories outside of North America.
- Coordinates requests for new customer account applications by performing credit references. Validates for accuracy of new Customer set-up in ERP, including payment terms and contact details.
- Adheres to set turnaround standards for working through customer requests.
- Validates all incoming Customer orders for accuracy of Part ID’s and pricing.
- Processes validated Customer Orders in the ERP system. Creates work orders and/or processes purchase orders to suppliers.
- Provides Order Acknowledgement to customer with expected delivery dates. Tracks progress of customers’ orders. Communicates with customer regarding changes to delivery dates.
- Coordinates shipping – production of Pick and Pack Lists, obtaining quotes, and provides ship dates and billing information.
- Creates ERP Sales and/or Pro-Forma Invoice, including any shipping charges, and distributes it to Customer.
- Manages debtor records, including monthly statement distribution and aged Debtor maintenance and collection of payment.
- Answers all customer inquiries, with respect to order updates, A/R, cancellation of orders, RMA requests, freight inquiries, discrepancies, and various order entry requests.
- Processes new product RMA return from customer for account adjustments that include restock fees and price difference adjustments.
- Proactively contributes customer-focused ideas to improve processes, throughput, or service standards; looks for opportunities to manage or produce orders more efficiently and profitably while still meeting customer needs.
- Provides basic administration duties, mail collection, filing and other duties as required.
Education/Training Required and Preferred:
- Bachelor's Degree or a combination of education and work experience.
Experience Required and Preferred:
- 2-4 years of experience as a minimum in customer service in a similar business environment.
What You Bring:
- Must have excellent writing skills, listening skills, organizational skills, and customer relations skills.
- Must have excellent telephone manners and ability to redirect inquiries to the proper team or group.
- Proactive and have the understanding and importance of credit and collections.
- Proficient in use of computer software, specifically MS Office Suite (Word, Excel, and Outlook). Citrix/Visual and Cherwell experience desired.
- Experience with ERP, MRP, and CRM Systems.
- Must be able to analyze reports and use data for planning, communicating, decision making and problem analysis.
- Ability to troubleshoot delays and change processes to avoid future problems.
- Attention to detail and accuracy required.
- Must be able to work overtime when required.
- Experience in the lighting industry desired, but not required.
What We Offer:
- Amazing corporate culture - we walk the walk when it comes to our values!
- FUN company events!
- Company Donation Matching and Volunteer Rewards
- Career Development opportunities and profit sharing bonus
Follow us on LinkedIn, check out our rave reviews on Glassdoor, and learn more about our company culture on our career site: http://corporate.hunterindustries.com/careers
Hunter is a global leader in the irrigation, outdoor lighting, dispensing technology, and custom manufacturing industries. Driving our continued success is the combined energy and talents of the nearly 4,000 people on our team. Together, we create a diverse array of products that can be seen all over the world, from residential landscapes to national landmarks, stadiums, parks, hotels, and municipal buildings.
Hunter Industries and its Family of Companies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, gender, gender identity or expression, military and veteran status, national origin, race, religion, sexual orientation, or any other applicable legally protected status or characteristic.
