Job Purpose

The Customer Service Representative (CSR) is responsible for providing effective customer service for all customers by using knowledge of company products & services established using ISO requirements. CRS’s interact with customers to provide information in response to questions, concerns & complaints by phone, email or in person. The position is also responsible for performing sales & service functions for targeted markets, programs & sales as assigned.

Duties & Responsibilities

• Establish, develop & maintain positive business & customer relationships
• Provides timely & accurate information to incoming customer order status & product knowledge requests
• Processes quote requests/customer orders/changes/returns according to established department policies & procedures
• Supply management with reports on customer needs, problems, interests, competitive activities & potential for new products & services
• Provides timely feedback to the company regarding service failures or customer concerns
• Partners with the sales team to meet & exceed customer service goals & expectations
• Reach out to customer leads through cold calling
• Communicates with Engineering & Manufacturing to obtain information for product substitution & lead times
• Prepares documentation necessary to process & ship orders for domestic and international accounts
• Comply with all safety requirements & proper use of PPE Other duties as assigned by supervisor
• Other duties as assigned

Qualifications

• High School diploma &/or GED; relevant job experience
• Must be proficient in Microsoft Access, Excel & Word; report writing
• Ability to multi-task, prioritize & manage time effectively
• Ability to follow directions carefully, to work quickly & accurately enter data into the computer system
• Strong phone contact handling skills & active listening
• Customer orientation & ability to adapt/respond to different types of characters
• Ability to work on teams or alone

Working Conditions

• Standard work week is Monday through Friday, hours to be consistent with business unit; some off hours work expected.
• Generally working in Office with some activities in production environment.
• Some day or overnight travel domestically could be required.

Physical Requirements

• Sitting and/or working at a computer for extended periods of time.

• Must occasionally lift up to 25 pounds.

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