Customer Service Representative

Job Title: Customer Service Representative

Department: Sales

Reports To: Customer Service Supervisor

SUMMARY

Perform out-bound and/or in-bound telephone selling and marketing calls. Represent the company to its customers in a professional manner, and is knowledgeable about the company's products and services, and can intelligently deal with most customer situations. Also, will take orders by phone/fax and enter the orders into the computer.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Perform telephone selling presentations as trained.
• Interface with customers and prospects and sell products based on needs established with customer.
• Able to have free-flowing discussions with customers, dealers and prospects.
• Master product knowledge and is able to apply it to customer's questions and specific needs.
• Use knowledge about product and it's applications to up-sell current customers and sell new customers.
• Inform customer of unit prices, shipping date, anticipated delays, and any additional information
• needed by customer.
• Complete order documentation with careful attention to detail and accuracy and maintains and
• follow up-to-date policy & procedures manuals.
• Take ownership of customer order/information request, and follows it through by:
• Routing order to departments for filling and, when necessary, following-up on orders to ensure delivery by specified dates.
• Confer with production, sales, shipping, warehouse, to expedite or trace missing or delayed shipments.
• Refer appropriate order requests to engineering department for design and drafting needs.
• Estimate date of delivery to customer, based on knowledge of own firm's production and delivery schedules.
• Handling customer complaints regarding product or service, or when necessary and appropriate, referring such complaints to designated departments for investigation and follow-through.
• Enter necessary information into system, and follow up on Returned Merchandise requests.
• Assist in covering regional trade shows when assigned.
• Maintain and promote a positive team atmosphere.
• Attendance and dependability are essential job functions, you must report to work on time and
• accurately complete the daily duties assigned.
• Other duties as assigned.

QUALIFICATIONS

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.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED);and one year experience in retail and phone sales or equivalent is preferred. Must also possess computer experience.

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Must be detail orientated and ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

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.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; outside weather conditions; and risk of electrical shock.
• The noise level in the work environment is usually moderate.