Customer Service Representative

Summary

The Customer Service Representative is a member of the customer support group for all brands. This position will support and backup each customer support and be a liaison to the manufacturing, production, and transportation teams.

Essential Duties and Responsibilities

• Respond to daily requests from representatives and distributors.
• Process discrepancy forms for warranty, shortage, and damage claims.
• Create and track Packing Slips for product production and rush shipments.
• Process Return Goods Authorization (RGA) requests.
• Must be proficient in Outlook, Excel, Word, PowerPoint, and be able to adapt and learn new solutions software.
• Compile and maintain files/spreadsheets detailing order information received by phone and e mail.
• Ability to distinguish and prioritize a variety of request
• Must have customer service demeanor with the ability to deal with potentially irate customer and representatives in a professional manner
• Other duties may be assigned by the Manager or Supervisor.
• Must have good and clear communication skills.

Competencies

• Analytical Decision-Making
• Communication
• Learning & Development
• Planning & Organizing
• Professionalism & Integrity
• Risk-Taking/Creative Thinking
• Teamwork & Relationship-Building
• Results Orientation

Education and/or Experience

• College or equivalent business experience
• Must have excellent telephone skills with the ability to deal with potentially irate customers, vendors, and representatives in a professional manner
• Must have excellent communication skills
• Must be proficient in Outlook, Excel, Word, PowerPoint, and be able to adapt and learn new solutions software.
• Strong sense of urgency and motivation

Travel

No travel required for position.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must have the ability to write routine reports and correspondence as well as be able to speak effectively before groups of customers or employees of the organization.

Reasoning Ability

Must have the ability to define problems, collect data, establish facts, and draw valid conclusions.

Computer Skills

To perform this job successfully, an individual should be proficient in Excel, Word, and PowerPoint software.

Other Skills

The ability to Speak and translate Spanish would be preferred.

Physical Demands

The physical demands 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 will frequently walk and sit; use hands and fingers, handle or feel; reach with hands and arms and talk or listen.

The employee will occasionally lift and/or move up to 25 pounds. (50 pounds is the max)

Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually quiet, except in the manufacturing environment where PPE may be required.