Customer Service Representative

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

Handles inquiries for products relating to: product pricing, product availability, product specifications, order inquiry, order entry, order confirmations, order expediting, and product performance issues (RMAs).

Facilitates answers to technical questions of prospective customers.

Serve as liaison between assigned Regional Warehouses relating to inventory information and planning (forecasting, and stock inquiries) for supply chain, and production scheduling purposes.

Based on customer interactions relating to order transactions, and product performance helps build and maintain customer relationships through direct communication to PT Sales & Marketing team members, as well as making use of journaling interactions into CRM software records.

Prepares reports of business transactions, primarily through CRM software entries.

Enters new customer data and other order transaction data for current customers utilizing ERP computer system.

Works with outside sales representatives to keep account activities and literature up to date utilizing CRM software system.

Investigates and communicates information to the proper departments to help identify, and then resolve customer issues arising during customer/CSR interactions.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

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 and talk or hear.  The employee frequently is required to use hands to finger, handle or feel.   The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision for using the computer.

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. The noise level in the work environment is usually moderate due to the number of telephones and the amount of traffic in the office.

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 education or equivalent, preferred. 

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization,

COMPUTER SKILLS

Must demonstrate a working knowledge and ability with Microsoft Office Products (Word, Excel, Teams, PowerPoint) or demonstrate an ability to become proficient in each quickly. Must possess the ability and willingness to learn new ERP/CRM software/systems, as required.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

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.

CERTIFICATES, LICENSES, REGISTRATIONS

There are no certificates, licenses or registrations required.