Customer Service Rep

8 am - 5 pm Monday - Friday 1. Handles order entry process - Receives incoming telephone calls, faxes, or e-mails from customers, qualifies company ability to produce product and service requests, processes orders through computer system, and confirms customer orders. 2. Provides timely and accurate information to customer inquiries and questions pertaining to product and service needs. 3. As needed alerts Customer Service Coordinator/Manager of any concerns or specialized inquiries the customer has. 4. Evaluates customer requests and responds with product availability and shipment/delivery information. 5. Accurately communicates product/freight quotations and pricing information to customers, in a timely manner. 6. Maintains customer related order files and records, including product and pricing information. 7. Monitors delivery dates and notifies customers of delays or backorders. 8. Works with other departments to ensure correct processing of orders and resolves customer order concerns. 9. Processes and assures resolution of returns, credits, warranty claims, and disputes in a timely manner. 10. Provides customer service to field based independent sales representatives. 11. Projects enthusiasm about the company through positive interactions with others, including internal and external customers. 12. Makes continuous efforts to improve personal levels of professionalism. SUPERVISORY RESPONSIBILITIES: Not applicable. Position duties may include training new employees, sales reps., etc. KNOWLEDGE/SKILLS/ABILITIES: 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. · Accountability - Ability to accept responsibility and account for his/her actions. · Customer Oriented - Ability to take care of the customers' needs while following company procedures. · Communication, Written - Ability to communicate in writing clearly and concisely. · Communication, Oral - Ability to communicate effectively with others using the spoken word. · Working Under Pressure - Ability to complete assigned tasks under stressful situations. · Problem Solving - Ability to find a solution for or to deal proactively with work-related problems. · Detail Oriented - Ability to pay attention to the minute details of a project or task. · Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others. · Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea. · Organized - Possessing the trait of being organized or following a systematic method of performing a task. · Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea. · Accuracy - Ability to perform work accurately and thoroughly. EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED); and two to three years of related experience and/or training; or equivalent combination of education and experience. Experience of two to three years should include order entry, quote processing, customer service, sales, and/or office administration. Computer experience in Excel, Word, and/or MRPII, preferred. CERTIFICATES, LICENSES, REGISTRATIONS None. PHYSICAL DEMANDS 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 job functions. Work exposure varies depending on duties being performed and particular job order being processed. While performing the duties of this job, the employee is regularly required to stand, walk, sit, and move about the facility, with occasionally having to bend, twist, kneel, squat and lay. The employee is regularly required to operate a personal computer, telephone and other electronic devices. Employee occasionally uses hands to finger, handle, or feel; reaches with hands and arms. Should have ability to lift/carry up to 35 lbs. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus and to distinguish colors. Combination of plant and office environment with occasional exposure to elements such as odors, oil, fumes, noise & changing weather conditions. Employee must wear required personal protective equipment, including hardhat, safety glasses with side shields, goggles/face shields, hearing protection in designated areas, Kevlar gloves, and/or other equipment as task dictate. For specific equipment, see the Hazard Assessment for the work area and type of operation being performed. Den Hartog Industries has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Supervisors may assign additional functions and requirements as deemed appropriate.