Representative, Customer Service

Job Description

Job Description

POSITION DESCRIPTION

POSITION TITLE : Customer Service Representative

DEPARTMENT : Fluid Solutions

REPORTS TO : Inside Sales and Customer Support Manager

DATE : August 2024

POSITION SUMMARY

The Customer Service Representative (CSR) is responsible processing incoming customer orders, quotes and requests for products and information.

Establishing and communicating price and availability of products and services. The CSR will possess broad knowledge of the division’s product and service offerings along with their respective markets.

The Industrial Solutions Customer Service Representative maintains customer satisfaction by providing excellent customer service and administratively supporting the sales organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Receives and processes customer orders and requests for quotes
• Handles all telephone and email inquiries related to orders and shipments, price and availability of parts, and communicates additional information as required
• Analyzes and determines opportunity for cross-sell and up-sell potential
• Assists with identification of and management of Equipment Assets
• Handles customer complaints and inquiries professionally and efficiently; places customers in contact with the proper department when required
• Assists the Inside Sales Manager, Application Engineers, Product Specialists, Regional Sales Managers, Production and other inter-company departments, as required, to meet company goals and objectives
• Develops and maintains working knowledge of CECO Fluid Solutions complete product line
• Operates as the lead point of contact (internal and external) for all Return Goods Authorization (RGA’s), Credit Memos and Cost of Quality order processing
• Liaisons between Scheduling, Shipping, Purchasing, Sales, and Engineering to facilitate order fulfillment issues and updates
• Works to proactively solve customer, product or pricing issues in a timely fashion
• Other job duties as required.

EDUCATION AND EXPERIENCE

• Bachelor’s Degree or equivalent experience required
• 2 years Customer Service or Inside Sales experience preferred
• Strong computer knowledge including MS Office applications and CRM management (Salesforce.com)
• Proficient in MS Excel Reporting, required
• Strong verbal and written communication skills
• A proven track record of performing work accurately and thoroughly
• Demonstrated ability to communicate at all levels and with customers and distributors
• Collaboration with different groups to accomplish goals
• Demonstrated ability to excel in fast paced environment encompassing company growth and change

KNOWLEDGE, SKILLS AND ABILITIES

To perform the job successfully, an individual must be able to execute each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required.

KNOWLEDGE

• Customer and Personal Service Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Clerical Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
• Computers (non-technical) Knowledge of software, including applications and programming.

SKILLS

• Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking Talking to others to convey information effectively.
• Service Orientation Actively looking for ways to help people.
• Reading Comprehension Understanding written sentences and paragraphs in work related documents.
• Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

ABILITIES

• Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression The ability to communicate information and ideas in speaking so others will understand.
• Speech Clarity The ability to speak clearly so others can understand you.
• Speech Recognition The ability to identify and understand the speech of another person.
• Near Vision The ability to see details at close range (within a few feet of the observer).

PHYSICAL DEMAND AND WORK EFFORT

• Keying / typing, sitting, standing, walking.
• Constant mental and / or visual attention; the work is either repetitive or diversified requiring constant alertness in an office environment.
• The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during normal performance of the job.
• Compliance with company attendance standards.
• FLSA status : Hourly, Non-Exempt.

MANAGER ACKNOWLEDGEMENT

Manager Signature Date

ASSOCIATE ACKNOWLEDGEMENT

Associate Signature Date