Customer Service Representative

Job Description

Job Description

• Answer all phone calls that come into the office
• Act as the lead and first line of communication on all customer phone calls and direct them to the correct party if you are unable to assist them. Treat all customers with the highest level of professionalism and courtesy.
• Responsible for all quoting (capital equipment and parts)
• Enter and Confirm orders correctly (PO, ship date, ship method, customer part ID, price, etc) and in a timely manner. Update customers of price changes, delivery times if different from their request, and follow-up as needed on all orders.
• Attempt to up sell customers on purchasing additional items (i.e. they call to purchase a nozzle body, ask them if they need a nozzle nut). Use care and caution when utilizing this technique; we do not want to seem like pushy sales people. Work with customers on obtaining PO numbers for sales order that do not have them and make notations in M1 regarding all actions taken to obtain POs.
• Develop and implement a method to organize and maintain all open sales orders, RMAs, and other applicable paperwork. Outline and facilitate this method to everyone in the Sales/Service department to ensure procedure is followed by all.
• Responsible for RMA process for items returned for credit and blocker repairs
• Assist in generating marketing materials as needed and maintain an acceptable inventory of marketing materials.
• Prepare, maintain and distribute sales analysis reports and charts. This is to include, but not limited to daily sales order totals, monthly sales order totals, and customer charts by month.
• Work with Inventory and Manufacturing to ensure timely delivery of all orders. Hold meetings with inventory on a regular basis (at minimum twice weekly) to discuss back order reports.
• Follow up with customers on the status of all their orders should the delivery date deviate from the original confirmation.
• Work with accounting and customers to resolve any past due (late) invoices.
• Maintain up-to-date and accurate database of customer contact information.
• All other customer related tasks as may be requested by management.

Skills/Qualifications:

Customer Service, Phone Skills, Email Skills, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Resolving Conflict, Analyzing Information, Multi-tasking, etc.