Customer Service Representative

Published: 6/14/2022

Job DescriptionJob ID: 17431

The pay rate will be $22.00-$24.00 based on experience

Hours of operation will be 7:30am-4:00pm Monday-Friday

Essential Function

Provide timely and accurate information to incoming customer order status and product knowledge requests
Provide timely feedback to the company regarding service failures or customer concerns
Process customer orders/changes/returns according to established department policies and procedures
Work closely with Planner for scheduling of orders
Work closely with the credit department to resolve disputed credit items
Partners with the sales team and managers to meet and exceed customers service expectations

Email Communication Support

Manage and maintain all emails that come into the Customer Service group email, including:
- Responding to emails within 15 minutes, even if it doesnt pertain to your assigned Sales representative
- Then, taking appropriate action on the email which may include assisting the customer, forwarding to the appropriate contact, performing a status request, or placing an order

Order Support

Enter new orders, release blanket orders, and manage reschedules
Receive purchase order, enter order into the system, e-mail order to Sales Representative for approval, process work order, and send confirmation email, either pass to the shop for processing or 2 weeks out drawer
Manage Back orders and past dues daily
Manage 2-week out drawer
Confirm next day scheduled orders, daily
Closing the Red Tag billing process by pricing the labor, attaching the Purchase Order

Handling Phone Calls

Answer all incoming calls in a courteous and professional manner and follow-through with the appropriate action by answering calls to the Customer Service Department main line and your direct extension
Provide customers with status updates and ETAs
Maintain Voicemail box and keep current respond to customers messages

Highly Desired

Preferred and Helpful