Customer Service Representative 266-06

Primary Function: To provide customer service support and act as the key internal interface between the customer and operations while assisting the organization to meet and maintain its overall customer service/satisfaction objectives in the most cost effective manner possible.

Job Duties:
? Perform customer service functions such as assisting customers with status and expediting of orders and customer order related issues: i.e. status, changes, cancellations, and deviations. Pro-actively seek cost effective solutions to meeting customer needs.
? Assist customer with order placement and keying orders. Assist in part and price identification. Communicate sales leads to selling representative, when appropriate.
? Assist sales representatives in transacting and completing inventory and consignment shipping functions, such as transshipments, consignment shipments, and end of month order matching and upgrade promotions. Pro-actively work with customers to ship FG on a timely basis.
? Under direction of Management, coordinate the RMA process for the return of orders, verifying and correcting pricing issues on orders that are received in-house.
? Assist in resolving issues concerning, but not limited to; short shipments, miss-shipments, freight adjustments and expediting past due orders; and assist the service department in issuing warranty replacement orders and the shipping department in issuing freight claim replacement orders.
? Issue credits on authorized returns, short-shipments, and miss-shipments.
? Act as liaison between departments in communicating and disseminating all relevant information, changes, and updates pertaining to customer needs. Also, serve as backup for the Order Coordinator and Production Planner. To ensure competency, these cross-functional responsibilities will be assumed on a regularly scheduled basis.
Job Knowledge: Must be able to acquire thorough product knowledge and be skilled in the use of computers. Individual must be detail oriented, possess strong organizational skills, excellent communicator, be self-motivated and work effectively in a multi-task environment. Team player a must.

Experience: Two to three years customer service experience preferred.

Initiative and Ingenuity: Identify and resolve customer issues within company policies. Assist the customer in identifying what alternatives are available to ensure complete customer satisfaction.