This is NOT a call center position!The Customer Service Rep is a crucial role that enables the success of our company and customers. This is not a call center position. CSR will support our Hawk Performance brand and be primarily responsible for answering incoming phone calls, responding to e-mails from distributors and end users regarding product use, fitment, availability as well as process customer orders, getting updates from Production regarding past due orders along with updating the customer regarding the status of the order, processing RMA and warranty requests. ESSENTIAL DUTIES and RESPONSIBILITIES:
- Assist customers with technical information regarding brake systems, including technical sales support and upselling opportunities
- Respond to customer and end user emails received by various Hawk inboxes regarding fitment, compound choice, order updates, order issues, product availability
- Confirm fitment of customer part numbers utilizing internal cross-reference tools
- Enter customer orders into our QAD ensuring order accuracy for bill to and ship to address, payment terms, order notes, pricing, and shipping terms.
- Update customer account notes as needed
- Update email distribution list for Order acknowledgments, open order reports, and shipment notifications as needed
- File purchase orders, contracts, quotes, correspondence to support Quality System record retention using DocuWare system
- Obtain approval and Issue RMAs for customer returns
- Assist customers with pricing, availability, delivery, order status, and tracking information inquiries
- Issue and process credits in a timely manner for pricing discrepancies, RMAs, short shipments, Marketing Co-Ops, Sales Rebates
- Assist shipping with Export shipments when necessary
- Act as liaison between plant personnel, product/sales managers, and the customers, obtaining updates for customer order inquiries and past due orders
- Assist Sales Managers as needed
- Support customers utilizing online customer portal, updating information in customer's portal when required.
- Assist with yearly physical inventory yearly if needed
- Acknowledge receipt of orders to customers when necessary
- Attend Department meetings and training sessions
- Attend interdepartmental meetings at Manager's discretion
RequirementsCOMPETENCIES:
- Customer Service (Internal/External) - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
- Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives
- Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
- Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality, listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
PREFERRED QUALIFICATIONS:Education:
- High School Diploma or equivalent required. College degree preferred.
Experience and/or Training:
- 1-3 year experience in customer service or inside sales preferred.
- Technical experience or knowledge of brake systems preferred.
- Strong ability to resolve customer related problems or gather accurate information to pass onto cross-functional support team members.
- Must be an engaged listener with ability to make sound decisions and speak with confidence.
- Excellent interpersonal, verbal, and written communication skills are a plus.
- Strong attention to detail with ability to meet deadlines and multi-task.
- Experience using Microsoft Office applications and ERP systems
Individual must be a motivated self-starter with ability to work independently and/or in a cross-functional teamwork environment. Candidate must have a strong sense of urgency and willingness to learnTravel Requirements:
- Some travel to track events and possibly to SEMA, and PRI