SUMMARY :
Under general supervision, the Customer Service Representative II ensures customer
expectations are accurately determined and are fully met. The Customer Service
Representative II may provide guidance to less experienced Customer Service
Representatives or may support specific customer(s).
JOB DUTIES
Responds to customer inquires regarding products, provides quotes, and handles order
entry. Due to experience & training, may handle more challenging inquires.
Places customer orders via telephone, fax, email, electronic methods, or walk in (counter
sales).
Influences Motion Industries' gross profit through negotiating the sale price and purchase
price, within certain parameters.
May adjust non-contract customer pricing to meet the demands of the customer based on
competition, while maximizing the profit for Motion Industries.
Builds customer relationships to drive repeat business by relating to the customer and
drive process improvements.
- Orders items to ensure appropriate inventory levels are maintained for customers.
- May place orders without approval for orders up to $5,000 per line and $10,000 per
purchase order.
- Expedites backorders. May pull inventory and prepare order for shipment to customer.
- Responsible for sourcing products in branch inventory, distribution center inventory or
supplier inventory.
- Determines the most cost effective shipping method for customer orders.
- May handle customer returns.
- May support specific customer(s).
- Assists less experienced Customer Service Representatives with addressing customer
needs, including locating items and resolving problems.
Performs other duties as assigned.
EDUCATION & EXPERIENCE
Typically requires a high school diploma or GED and three (3) to five (5) years of related
experience or an equivalent combination.
KNOWLEDGE, SKILLS, ABILITIES
- Reliability, organization, and attention to detail required.
- Excellent communication skills including written, verbal, and listening.
- Ability to multi-task and time management skills required.
- Strong computer skills.
- Strong negotiation skills.
- Basic product knowledge.
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