Senior Customer Service Representative

Summary : Processes incoming customer orders / sample orders, prepares quotes, addresses inquiries, provides follow-ups, and assists with problem resolution.

Supports field sales representatives in achieving superior customer satisfaction for maximum growth and execution of Global Customer Delight.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Receives and processes sales orders and sample orders received by telephone, fax, mail, or electronic services in an efficient and expedient manner
• Prepares and forwards order acknowledgements
• Responds to general inquiries from customers and sales representatives related to orders, products, literature, shipping and delivery, availability, packaging, and ETA’s
• Works closely with sales representatives to be proactive in meeting customer needs and keeping them informed of all activities associated with their accounts
• Supports customer relations and assists with problem resolution in a timely and professional manner
• Interacts and works with Technical Service to resolve customer complaints through the CAPA process within specified timeframe
• Recommends alternate products when possible, and refers customers to technical services or sales for assistance when needed
• Proactively monitors and keeps customers and sales advised of shipment dates, production schedules, delivery dates
• Assist shipping with efforts to maintain quality service by maintaining updated shipping and packaging requirements
• Works in coordination with the GCD team and is responsible for picking and billing of orders
• Updates and inputs all customer related information into NAV
• Prepares and runs reports through NAV and performs special projects as requested

Competency :

To perform the job successfully, an individual should demonstrate the following competencies : Design - Demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner. Interpersonal - Maintains confidentiality. Written Communication - Writes clearly and informatively.

Business Acumen - Understands business implications of decisions. Organizational Support - Completes tasks correctly and on time.

Adaptability - Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Judgment Planning / Organizing - Uses time efficiently; Professionalism - Reacts well under pressure. Quality - Demonstrates accuracy and thoroughness.

Qualifications :

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

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

Education / Experience :

High School Diploma or Associate Degree with two years related experience and / or training; or equivalent combination of education and experience.

Language Ability :

Ability to read, analyze, and interpret general business periodicals, professional journals, and technical procedures. Ability to write reports and business correspondence.

Ability to effectively present information and respond to questions from managers, clients, and customers.

Math Ability :

Ability to calculate figures and amounts such as discounts, interest, commissions, percentages.

Reasoning Ability :

Ability to solve practical problems and deal with a variety of concrete variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or table form.

Computer Skills :

To perform this job successfully, an individual should have knowledge of Order Processing software; Word Processing software;

Spreadsheet software; Internet software; Project Management software and Contact Management systems.

Certificates and Licenses :

No certifications needed

Supervisory Responsibilities :

This job has no supervisory responsibilities.

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

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

This is an office environment and the noise level in the work environment is low to moderate.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear.

The employee is occasionally required to stand; walk; sit; reach with hands and arms and climb or balance. Specific vision abilities required by this job include Close vision, Distance vision and Ability to adjust focus.