Customer Service Representative / Customer Service Specialist

SUMMARY

This role supports our Stock Products group by facilitating efficient order processing and great customer service. The Customer Service Specialist II will process orders received by mail, e-mail, internet, telephone or personally from customer or company employee by performing the following duties.

ESSENTIAL DUTIES

• Providing customers with order status report as needed.
• Attaching shipping verification document to complete order;
• Assisting with Accounts Receivable duties, which includes invoicing, credits, RMA credits and any others as needed.
• Determining "hold status" per Customer Service Hold Policy;
• Incorporates the Standards of Excellence as outlined by customer (Pride, Desire, Teamwork, Attention to Detail, Follow-through) into daily activities in order to create a Total Quality environment through personal commitment to excellence.
• Assisting branch offices in sales support functions;
• Checking stock for stock motors;
• Compliance with all Company policies is required, including adherence to Company ISO 9001 Standards, the Company Affirmative Action Plan and Company Safety procedures.
• Compliance with applicable Company policies concerning maintaining a drug free workplace is required.
• Answering telephones and e-mails.
• Checking orders to make sure they shipped
• Responsible for shipping addresses and freight approvals.
• Reviewing and processing customer change notices;
• Regular attendance is an essential function of this position. Hours worked are based on business needs.
• Other functions as required (non-essential functions).
• Following all order entry procedures as defined in the Customer Service Manual:
• Processing backorders per Customer Service Manual;

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.

CRITICAL SKILLS AND ABILITIES

Good communications skills, ability to multi-task and attention to detail.

Competent in Microsoft applications to include, but not limit Microsoft Word and Excel

10 key by touch.

Typing 45+ wpm

Syteline or Symix or SAP experience a plus.

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED); and three to five years related experience and/or training.

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

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

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 20 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.