Customer Service Representative

Job Type

Full-time

Description

Position Summary (Mission): This position is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with cross functional team members within the company.

Essential Functions and Responsibilities: (Duties include but are not limited to)

• Provide timely and accurate information to incoming customer, order status and product knowledge requests.
• Accurately process customer orders/changes/returns according to established department policies and procedures.
• Assist in resolving customer issues and concerns - including but not limited to shipping discrepancies/issues.
• Back up for OE Automatic Shipping Notification & weekly ordering cycles.
• Work closely with other departments - including finance and accounting - to resolve disputed credit items.
• Work closely with Engineering to assist customers.
• Provide timely feedback regarding service failures or customer concerns.
• Partner with the sales team to meet and exceed customer's service expectations.
• Understands and perform any duties within the customer service team.
• Must have exceptional phone etiquette at all times.
• Participate in an environment and culture that promotes safety in the workplace.
• Work with peers, superiors and subordinates to insure the development and execution of the department/operating plan.
• Identify and proactively work towards reducing operating costs while increasing customer satisfaction and loyalty.
• Other duties as assigned.
  
  

Work Environment

Customer Service job operates mainly in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Requirements

Education, Skills & Experience Required:

• We expect all team members to exhibit our Guiding Principles, all day, every day - Respect, Dedication, Integrity, Teamwork and Positivity.
• Bilingual in German or Spanish language is preferred but not required.
• Travel required as needed.
• High school diploma or GED diploma is required.
• Minimum 2 years of progressive experience of Customer Service and/or inside sales in an office setting.
• Solid understanding of Excel - including v-lookups, charts and basic pivot tables for invoicing. Also, formulas, formatting, sort, and filter functions.
• Basic understanding of cataloging a plus.
• Proficiency in other Microsoft Office applications - Word, Outlook, AS400 and PowerPoint required.
• Proactive understanding of the product - continuous, active participation in research and training on the subject matter.
• Ability to type 40 wpm.
• Excellent verbal and written communication skills.
  
  

Physical Demands

This is a largely sedentary role on the phone or processing items in the computer; however, some filing is required. This position is performed within a production facility and may require interaction with employees in the production area. This position would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Individuals may need to sit or stand as needed. This position may require walking primarily on a level surface for periods of time as well as reaching above shoulder heights or below the waist or lifting as required to file documents or store materials throughout the workday. Proper lifting techniques are required. This position may occasionally lift to 25 pounds.