Customer Service Associate

Royal Brass and Hose

Since 1949 Royal Brass and Hose has been a distributor of high-quality mobile equipment products like hydraulic and pneumatic parts, hoses, fittings, fasteners, adapters, and more.

Our solutions, expertise and service excellence empower customer success.

We are employee-owned! Royal Brass and Hose has been an ESOP since 2018. In addition, we offer a competitive benefits package including 401K match, health, vision and dental insurance, voluntary group insurance and company profit sharing.

Job purpose

The Customer Service Representative helps ensure customer satisfaction by ensuring that orders are processed correctly, and all deadlines are met.

They answer product and service questions, suggesting information about other products and services. They process orders, prepare correspondences, and fulfill customer needs to ensure customer satisfaction.

Essential Job Functions

• Order entry Includes but not limited to direct entry, fax, online orders
• Answer customer and territory / account managers phone calls
• Respond to territory manager and customer questions Provide pricing, availability, product knowledge and enter NCI parts as required
• Open order management Review customer open orders daily
• Back-order fill management Review, fulfill, print customer backorders daily
• Customer Credit - Process customer return authorizations and credits per company policy in a timely manner
• Dispatch dispatch / invoice orders in a timely manner as required
• Inventory / Control / Cycle Counting - Include but not limited to counting, measuring, recording as a team with other warehouse associates
• Year-end inventory - Include but not limited to counting, measuring, recording as a team with other warehouse associates
• Other Job Duties as Assigned : Include but not limited to assisting in order pulling, shipping, receiving, QC, Kitting, front counter, housekeeping, preventative maintenance on equipment, team meeting participation that results in continuous improvement, posting performance metrics, organization of various celebrations, attending training meeting or classes.

Qualifications

• Excellent customer service skills
• Ability to work independently and safely
• Basic computer knowledge required
• Good typing skills
• Data entry skills
• Ability to multi-task
• Detail oriented
• Good decision-making ability
• Good written and verbal skills
• Ability to work in a fast-paced environment for long periods
• Great team spirit
• Able to work alone and self-motivated
• Good math skills
• High school diploma or GED

Working conditions

• In office / warehouse setting
• Minimal climate-controlled environment

Physical requirements

• Able to lift 40 lbs.
• Able to push 30 lbs.
• Able to push or pull 50 lbs.
• Able to reach overhead occasionally
• Ability to sit for prolonged period of time
• Ability to stand for prolonged period of time (when covering front counter)
• Ability to walk, bend, stoop and climb stairs as needed

Able to use repetitive hand movements : stapling, using tape gun, grabbing bags, typing

Equal Employment Opportunity

Royal Brass & Hose provides equal employment opportunities to all qualified individuals without regard to race, creed, color, religion, national origin, age, sex, marital status, sexual orientation, or non-disqualifying physical or mental handicap or disability.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to perform the essential duties & responsibilities either unaided or with reasonable accommodation.

The organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.

Job Responsibilities

This job description reflects the general duties, responsibilities and competencies considered necessary to perform the essential duties & responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position.

Royal Brass & Hose may change the specific job duties with or without prior notice based on the needs of the organization.

PI253977113