Customer Service Representative

Description

The Inside Sales Representative serves as the intermediary between customers and the organization for the sales team, facilitating effective communication and relationship management.

ESSENTIAL FUNCTIONS:

• Primary point of contact for assigned customers.
• Maintain a daily and constant line of communication with the customer base.  Continually update customers with any necessary information and develop and strengthen customer relationships. 
• Continually develop product and market knowledge to project industry expertise.
• Scrutinize incoming PO’s and enter orders into computer system. 
• Coordinate customer due dates and production capabilities with the Production and Material Handling departments.
• Contacts customers with order status as needed.
• Maintain an open communication with Outside Sales rep.  Acquire information/reports to aid in the Outside Sales effort.
• Establish and maintain precut quantities based on customer forecast and demands (for J.I.T. programs).
• Notify Materials Manager and Production Planning of changes in order quantities and due dates.
• Construct and Maintain Spreadsheets and Databases as needed for various monitoring programs.
• Generate and distribute CHANGE OF SPECIFICATION forms as required by Quality Assurance Procedure 4.5 "Specification Changes."
• Report inquires, quotes, orders, rejections, and customer problems by customer as required.
• Maintains computer reports related to finished goods and aged inventory
• Other duties as assigned.

EXPERIENCE AND EDUCATION

Associate degree or equivalent experience; 6 mos - 2 years of sales and/or steel experience preferred.

• Excel proficiency required
• Detail and number-oriented industry.
• Word experience a plus
• Data management a plus

PHYSICAL AND MENTAL REQUIREMENTS: 

Employees are standing/walking 10% of time; sitting 80% of time; using telephones and computers 80% of time; lifting up to 10 lbs. as needed; entering data into computer; reading sales orders, charts, tags and written procedures; printing or writing legibly to complete all required paperwork.

EQUIPMENT, AIDS, TOOLS: 

This individual should possess proficiency in utilizing various tools including telephones, computers, and calculators.

WORKING CONDITIONS:  

The primary work site is in the office.  It is on one level, accessible directly from the parking lot. The office is climate controlled.  The normal schedule is 8:00 a.m. to 5:00 p.m.; additional hours may be required to cover peaks in business or colleague absences. 

Inside Sales Representatives may also be in the plant attending production meetings, showing customers around the plant, or checking on customer orders.   The plant is on one level, accessible directly from the parking lot or the office.  There are stairs to the production office and into the rail pit. There are seasonal variations in temperatures from 60 to 95 degrees; some exposure to diesel fumes as trucks move through the plant; noise level varies depending on number of machines in operation.  Potential hazards include cuts and crush injuries.

SUPERVISION AND CO-WORKERS/ATTENDANCE REQUIREMENTS: 

Supervision and/or co-worker assistance available at all times.  Unscheduled absences may result in failure to meet customer requirements due to insufficient staffing.

CONSEQUENCES IF ESSENTIAL FUNCTIONS NOT PERFORMED

• Failure to observe safety procedures in when in the plant may result in serious injury up to fatality and/or damage and loss of material or property.
• Failure to accurately enter customer order quantities and specifications may result in production delays, which may result in customer delivery delays, which may in turn result in the loss of business.
• Failure to complete appropriate paperwork may result in inventory shortage through loss of material or improper billing of the customer.

Management retains the right to change this job description or add to the duties at any time.

Qualifications