Summary of Position: (Brief description of overall responsibilities and function)
Customer Service Representative (F/T)
Address Customer Facing Activities and Account Management Activities as described below.
2. Essential Duties and Responsibilities: *(Specifically describe the essential duties and responsibilities in order of estimated percentage of time that is spent on each). *
* 1.* Customer Facing Activities:
- Manage Front Line communications to all assigned customers, answering all inquiries (internal and external) by Email, Telephone, Business to Business, Fax, or other communication, and directing the communication where appropriate to internal departments as required.
- Manage the expectations of the customer, negotiating time lines for projects, and time lines for order expectations.
- Answer all customer complaints, queries, requests for information including all issues that may arise (Customer reporting requests for historical sales, Shipping Issues, Pricing Issues, Warranty Requests / Warranty Denials, Service issues, Order Statuses, etc...), escalating where appropriate to Management / Customer Support Management.
- Attend weekly/Bi-weekly meetings with customers regarding order book statuses, material updates, and general overview of the account (Coordinating with accounting, Customer Support Management, and Technical support to address all concerns / requests for information with the customer for the meetings).
2. Account Management Activities:
- *Qualifications for Position: *
* A. Education and Experience*
High School Diploma or equivalent required
Prior experience in customer service or related administrative support position.
Three to five years of experience using SAP in a customer support environment
* *
* C. Competencies & Attributes*
Have a good phone presence.
Excellent written/oral communication skills.
Present a professional demeanor.
* *
* D. Licensure/Certification*
N/A
Equal Opportunity Employer/Vet/Disability