Accountability and Scope
The Customer Service Representative I is accountable for facilitating and building customer relationships through providing continuous high quality service and support. The Customer Service Representative will maintain a basic working knowledge of sales policies, internal practices and sales administration work instructions. In this role, the representative will leverage internal working partnerships to investigate and reconcile non-commercial customer issues, perform basic account administration (RMA's, prioritization and order release, etc.), and ensure overall customer expectations are met.
Essential Duties and Responsibilities
· Maintain up to date knowledge of customer requirements and distribution methods and timing
· Maintain positive working-relationships with external customers and all inter-working departments and personnel
· Provide excellent customer service with the intentions of building and maintaining customer relationships through fast and accurate processing of requests
· Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on time delivery throughout the day
· Investigate and attempt to resolve customer issues in alignment with established company policies, procedures, and work instructions
· Provide LTA contract administration support, as assigned
· Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on time delivery to meet customer expectations (on a daily basis)
· Prioritize orders based on urgency of product needed, specifications, and shipping and delivery requirements
· Process daily release orders system and verify against contract to ensure information is correct
· Process material returns (RMA's) as requested by the customer
· Understand and ensure proper quality flow downs are in place for contract review
· Access customer web site to update shipping and delivery status and work with customer to ensure high delivery and quality rating
· Assist in issuing shopping and inventory locator service requests
· Enter customer and/or vendor pricing into various databases to support sales quotes, vendor quotes and/or customer purchase orders
· Prepare and follow through with customer expedite request
· Train/mentor others within sales department (as assigned)
· Perform ad hoc projects and tasks (as assigned)
Attend department or company sponsored training or meetings, as required
Job Type: Full-time
Pay: $18,000.00 - $21,000.00 per month
Work Location: In person
