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Customer Service Representative

OBJECTIVE

Provide exceptional customer service and Increase customer satisfaction. Receive and process customer orders through established systems. Proactively address Issues pertaining to a particular
order and communicate Its status accurately on an Internal and/or external basis. Monitor orders from the entry process to delivery. Perform assigned duties and responsiblilties to support the safe and
productive manufacture of quality product and to meet the goals of the corporation.

NATURE AND SCOPE

Job Classification: Hourly, full-time, non-exempt

Reports To: Customer Service Manager

Supervises:  None

RESPONSIBILITIES/DUTIES

Ensure the timely and accurate entry of customer orders into the ERP system. Print and distribute orders to Sales & Marketing, Manufacturing and customers.
Work with Production Planning & Scheduling to define commitment to the customers’ requirements.
requirements. Continually interact with Sales Reps, Scheduling, Shipping and other departments to ensure total quality service.
Accept and Initiate customer Inquiries for price quotations and customer requests for samples; notify appropriate Sales & Marketing personnel.
Solicit sale of new or additional products to existing or new accounts.
Receive and process customer quality issues through established QC procedures and notify appropriate Sales & Marketing personnel.
Provide follow-up to accounts and generate order status for accounts as required. Generate weekly inventory reports to key accounts.
Verify and ensure completion and accuracy of all paperwork and data entry. Maintain flies, logs and other departmental records to ensure availability and organization of information contained in them.
Provide detail to manager for the generation of the following weekly reports; backlog (blanket orders) report, approved inventory program status, complamt status report, and department weekly reports.
Recognize and recommend changes or alternatives in procedures or departmental activities to increase efficiency and improve service level of department and/or company.
Attend daily/weekly production meetings.
Provide switchboard coverage on a rotating basis.
Other responsiblities/duties as required or requested.

COMMUNICATION

Communicates often with others in many areas of organization and has regular contact with individuals external to organization. Utilizes wide range of communication skills. May include responsibility to act
as liaison between departments and use high-level communication skills such as persuasion and motivation.

DECISION-MAKING

Decision-making occurs on a routine basis and is based primarily on past experience, some standard practices, and policies and procedures under which incumbent may choose between several available
courses of action. Reviewed by Customer Service Manager on a daily basis.

WORKING CONDITIONS

Well-lighted, heated/air-conditioned office space. Interaction with customers with various temperaments. Chemicals/dyes stored hi facility.

Training/Education: High School/GED/4-year diploma, Associates Degree in Marketing preferred.

Experience: 1-3 years’ experience in sales (direct or telephone) and customer service. Manufacturing experience preferred.

Other requirements:
Ability to perform work accurately and in a timely manner. Must be able to manage multiple issues at the same time.
Ability to prioritize assigned work to meet established deadlines.
Excellent communication and organizational skills.

TOOLS/EQUIPMENT USED
Telephone, printers, common office equipment. Software: Microsoft Office, Microsoft Dynamics NAV

PYSICAL DEMAND
Responsibilities allow rare opportunity for varying work routine.
Continuous computer work (not data entry/word processing): linger dexterity, close visual attention, usually in sitting position.
*Continuous telephone usage: finger dexterity, arm manipulation, vocal clarity.
*Frequent date entry/typing: fine motor skills, hand/arm manipulation, eye/hand coordination, usually sitting position.
*Frequent filing: varying positions (standing, bending, reaching and sitting), eye/hand coordination, arm manipulation and steadiness, close visual attention.
*Occasional close figure work: close visual attention.
*Continuous writing; manual dexterity, fine motor skills.

This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of this position.