SUMMARY:

Responds to customer inquiries and regional sales office inquiries and performs a variety of duties related to department administration and services provided to customers after receipt of orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

May train Customer Service Representatives within group. Heavy phone contact and interface with most internal departments from Sales, Product Lines, QC/Warehouse and Accounting. (Credit, Invoicing, etc.) Receive and log customer complaints. Process customer complaints, including ones that require complicated and involved attention. Follow up on Corrective / Preventative actions. Maintain Sales Order files. Receive, research and answer customer inquiries regarding sales orders, shipping data and paperwork. Work with customers to resolve issues. Prepare customer purchase orders for filing. Prepare routine reports on inquiry, sales, quote activity as well as performance and savings data for customers as required. Daily assistance with calling customers for inquiries and/ or faxed RFQs. Assist Warranty Administrator as needed. Create and process internal forms as needed. Enter new customers and/or make to existing customers in the customer Master, as required. May coach other Customer Service Representatives. All other duties as assigned.

CORE COMPETENCIES

Commitment to company values and ethics Dependability: personally responsible, completes work in a timely manner, and performs tasks accurately Motivation: must maintain a positive attitude and strong work energy Strong customer orientation Organization: very detail oriented and always comes prepared Time management: ability to organize and manage multiple priorities and effectively deal with tight deadlines and pressure Teamwork: works harmoniously with others to get a job done, responds positively to instructions/procedures, and works well with others

SUMMARY:

Responds to customer inquiries and regional sales office inquiries and performs a variety of duties related to department administration and services provided to customers after receipt of orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

May train Customer Service Representatives within group. Heavy phone contact and interface with most internal departments from Sales, Product Lines, QC/Warehouse and Accounting. (Credit, Invoicing, etc.) Receive and log customer complaints. Process customer complaints, including ones that require complicated and involved attention. Follow up on Corrective / Preventative actions. Maintain Sales Order files. Receive, research and answer customer inquiries regarding sales orders, shipping data and paperwork. Work with customers to resolve issues. Prepare customer purchase orders for filing. Prepare routine reports on inquiry, sales, quote activity as well as performance and savings data for customers as required. Daily assistance with calling customers for inquiries and/ or faxed RFQs. Assist Warranty Administrator as needed. Create and process internal forms as needed. Enter new customers and/or make to existing customers in the customer Master, as required. May coach other Customer Service Representatives. All other duties as assigned.

CORE COMPETENCIES

Commitment to company values and ethics Dependability: personally responsible, completes work in a timely manner, and performs tasks accurately Motivation: must maintain a positive attitude and strong work energy Strong customer orientation Organization: very detail oriented and always comes prepared Time management: ability to organize and manage multiple priorities and effectively deal with tight deadlines and pressure Teamwork: works harmoniously with others to get a job done, responds positively to instructions/procedures, and works well with others

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.

EDUCATION and/or EXPERIENCE

Bachelor of Arts degree (B.A.) or Bachelor of Science degree (B.S.) from four-year college or university; or eight years related experience and/or training; or equivalent combination of education and experience.

PHYSICAL DEMANDS/WORK ENVIRONMENT:

The physical demands and work environment characteristics 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 may be regularly required to sit, stand, bend, reach and move about the facility. The environmental characteristic for this position is an office setting. Candidates should be able to adapt to a traditional business environment.

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.

EDUCATION and/or EXPERIENCE

Bachelor of Arts degree (B.A.) or Bachelor of Science degree (B.S.) from four-year college or university; or eight years related experience and/or training; or equivalent combination of education and experience.

PHYSICAL DEMANDS/WORK ENVIRONMENT:

The physical demands and work environment characteristics 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 may be regularly required to sit, stand, bend, reach and move about the facility. The environmental characteristic for this position is an office setting. Candidates should be able to adapt to a traditional business environment.