Customer Service Representative

We currently seek a Customer Care Representative that will join our division located in Carrollton, GA.

The Customer Service Representative (CSR) is the first line of contact with the customer, representing and establishing the customer's perception of OFS. The CSR is responsible for servicing, growing, and maintaining our customers throughout the ordering life cycle of OFS products and services.

The CSR represents OFS in a professional manner via telephone, written correspondence, occasional customer visits / trade shows and / or any other customer related functions as well as supports working in a total team environment. This includes Sales & Marketing departments and other internal support departments, such as, but not limited to, Production Control, Shipping and Accounting.

The CSR essential duties and responsibilities include, but are not limited to :

Quotation Management and preparation :

This includes working in the various systems such as- EZ Access, SAP & Salesforce to supply customers and sales teams accurate & timely responses on quotation requests; to accomplish this the CSR must have some product knowledge and have the ability to coordinate with internal departments including PLM, Pricing, Engineering, Purchasing & other teams-when necessary. This also includes maintaining correspondence files on all quotation requests.

Order Management :

This includes acknowledging, reviewing & processing customer purchase orders based on possible quotations utilizing SAP / EZ Access, in a manner that provides consistency, accuracy and timeliness; while complying with all customer requirements and adhering to OFS & departmental policies / procedures and guidelines; always working towards meeting / exceeding OFS / Dept. goals and objectives. The CSR ensures confirmations, change requests and every aspect of the order management process through product delivery to the customer. At times the CSR may be required to coordinate with other internal departments, including but not limited to Sales, Pricing, Production Control, Finance, Logistics, Engineering, Purchasing & Product Mgmt.

Communication & Other Related Customer Support Responsibilities :

The CSR must demonstrate the ability to manage requests for information (RFI) with accuracy, timeliness & consistency. Information will include but is not limited to product information, product lead time, order status, quotation information, shipping information and all other required information.

The CSR will evaluate & understand customer's requirements / expectations while building productive long-lasting relationships and working closely with sales & other support teams. This position will also maintain customer profile data, manage RMA requests, document customer complaints and may be asked to communicate root cause and corrective action to customers; as well as validate & initiate requests for credits, request for reports, customer onsite visits-when necessary, to secure business relationship. The CSR will be required to gain more in-depth product knowledge to assist with some basic technical questions and know when to seek assistance from Sales / Engineering & others.

The position requires flexibility to cover other customer accounts as needed and the ability to route concerns / qualified opportunities to the appropriate sales executives for further development and closure when necessary.

Key Qualifications

• High School Diploma or equivalent experience (Bachelor's degree preferred)
• Prior customer service and administrative business experience required (at least four years)
• Experience with SAP (at least one year)
• Proficient knowledge of Microsoft Office applications
• Excellent written and verbal communication skills required
• Multi-tasking skills essential
• Self-motivated
• Strong team player
• Ability to make effective, sound decisions and ability to work independently
• Fiber Optics product knowledge preferred

General Expectations :

o Employees are expected to serve as role models for safe work practices and behaviors. This includes following established health and safety policies and procedures, maintaining a clean, organized work area, wearing, and properly storing all personal protective equipment (PPE), and actively engaging as a safety conscious worker with personal safety and wellness as a priority.

If you would like to experience innovation and discover new solutions for the future, please apply online at https : / / www.myadp.com.

OFS, a Georgia based global company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.