What are the responsibilities and job description for the Customer Service Representative position at Ritchie Engineering?
This is Where Tradition Becomes Legend
At Ritchie Engineering Company, Inc., we are driven by our commitment to providing cutting edge solutions for HVAC/R systems that keep homes and businesses running at peak performance. Every team member plays a crucial role in ensuring the reliability and efficiency of the tools and systems that create comfort and sustainability.
What We Offer:
Join our team and enjoy a comprehensive benefits package designed to support you and your loved ones:
Benefits
- 401(k) Retirement Plan: 100% company match with no vesting schedule on up to 4% of your contributions
- Health Insurance: Two Medical Plans, Dental, Vision and Flexible Spending Account options to suit your needs
- Company Paid Insurance: Short-term disability, long-term disability, accidental death and dismemberment, and life insurance at no additional cost
- Paid Time Off (PTO): We value work life balance and offer a generous PTO plan for non-exempt employees. Employees that work 40 hours per week will start with 120 hours annually (52 hours during your first six months and 68 hours during your second six months). The accrual rate increases with tenure, reaching up to 182 hours annually after 20 years of service.
- Holiday Pay: In addition to PTO, all employees receive up to 80 hours of paid holidays annually
- Telemedicine: 24/7 access to healthcare professionals for you and your family
- Tobacco Cessation Program: Support to help you quit and maintain a healthier lifestyle
- Referral program: Earn rewards for helping the team grow
Compensation
- As you evaluate your career options, we recognize that salary is a key consideration. For this role, the pay range is $20.50-30.00 per hour, with individual compensation determined by your unique skills, experience level, and other relevant factors
Schedule:
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Enjoy a 4-day work week, 10-hours a day (Tuesday-Friday Between 6:00am and 6:00pm).
- Additional hours may be required during busier times
What You Will be Doing:
The primary role and responsibility of the Customer Service Representative is to promptly and efficiently support our internal and external customers by processing order, service, and return requests primarily for our international customers. The individual in this role professionally promotes our products and educates customers on processing, pricing, and availability. The majority of time in these roles will be spent communicating via phone and email, with heavy focus on shipments communications with external customers.
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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Track orders for shipment communicating with international customers regarding their status and facilitating paperwork for customs procedures for both ocean and air shipping with freight forwarders
- Answer, respond, and transfer calls professionally and efficiently using a multi-line Polycom phone system; occasional use of paging function
- Enforce front desk and visitor sign in procedures
- Data entry of orders, service repairs, and returns with greater than 90% accuracy into Syteline (Enterprise Resource Planning software)
- Advise customers on product pricing and availability including potential delays
- Educate customers on our warranty policies
- Respond to invoice inquiries, redirecting internally as necessary
- Identify, research, and resolve customer issues
- Other duties as assigned including training others on known processes
What You Will Bring:
Required:
- High school diploma or equivalent
- Minimum of 3 years of customer service related experience
- High level of attention to detail as international orders tend to have large quantities and errors have larger shipping costs
- International shipping experience
- Computer proficiency with intermediate knowledge of Microsoft Word and Excel
- Proficiency in reading, writing, and speaking English
- Highly organized, self-motivated and can work independently
- Must be highly self-motivated, work with minimal supervision and be able to perform multiple tasks in a fast-paced environment
Preferred:
- Enterprise resource planning software
- Bilingual in Spanish, Mandarin, Korean, or Italian
Where and How You Will Work
On-site Engagement and Collaboration:
This role works on-site in Bloomington, MN, where your direct contributions will make a real impact. Being in person will allow you to collaborate closely with others, build meaningful relationships, and play a key role in our company success.
Physical Requirements:
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 may be made to enable individuals with disabilities to perform the essential functions.
- Required to sit, stand, walk, handle or feel objects, tools and controls
- Vision required to inspect products and documents in detail
- Occasionally required to reach with hands and arms, and to stoop, kneel, or crouch
- Must regularly lift and/or move up to 10 pounds; some workstations require lifting and/or moving up to 60 pounds
Work Environment:
The performance of this position may occasionally require exposure to the manufacturing areas where certain areas require the use of personal protective equipment, may work near moving equipment, and exposed to dust, odors, oil, fumes, and noise.
Salary : $21 - $30
