Location: Charlotte,NC, USA
** Customer Service Representative**
Charlotte Full-time Associate **About The Position**
**Meet the Smart Safety Company**
At our name says it all. **We make fleet vehicles and everyone in and around them safer.** Our fleet safety platform brings together best-in-class products, ground-breaking technology, and a 100-year history of fleet know-how and innovation to solve the worlds biggest fleet safety problems.
We are re-defining what safety means for fleets of every type from school buses to waste collection trucks, firefighting to utility vehicles, police cruisers to delivery vans.
**Work for the Smart Safety Company**
Location: Charlotte North Carolina
**This Customer Service Represenative is primarily responsible for serving as the day-to-day customer contact for questions related to products, order requirements, timing, and other related aspects of the supplier/customer relationship. Working closely and providing support to the Sales, Engineering, Manufacturing and Shipping Departments to ensure accuracy of purchase orders, availability of product and timely processing.**
**ESSENTIAL DUTIES AND RESPONSIBILITIES:**
Core duties and responsibilities include the following:
* Maintain a high degree of professionalism at all times, while promoting a can-do attitude
* Contributes daily to team success by displaying a positive attitude while assisting customers and employees
* Provide immediate and courteous responses to customer requests via phone and email
* Process orders and related transactions via Safe Fleet ERP system (Syteline) in a timely manner without sacrificing accuracy. This includes but is not limited to: price quotes, order entry, order status, order changes, planning and/or forecasting demand, shipping information, RMAs, investigating claims, resolving issues
* Resolves product or service problems by clarifying the customer complaint while displaying empathy
* Researches and determines the cause of the problem, by selecting and explaining the best solution to solve the problem. Expediting correction or adjustment and escalating or following up to ensure resolution. All in the best interest of the company and customer to achieve customer satisfaction
* Provide customer with established pricing upon request and work with Product Management or responsible Account Manager to establish pricing
* Work with Planning/Scheduling to get the best possible ship date when expediting orders at the customers request
* Provide regular status updates on open items that take longer than 24 hours to resolve
* Update the customer when an order will not ship on the original promise date
* Research, manage, and close billing issues with support from finance
* Provide regular updates to account managers and advise of any possible issues developing
* Supports Sales, Account Manager, Product Manager and other internal teams as needed
* Responsible for customer account maintenance, retaining accurate documentation on all interactions and file customer order documents
* Prepare shipping documents for product shipped to customer, as required
* Identifies areas for improvement and participates in the development of better operational processes
* Commitment to working as a team to provide customers with what is needed on a daily basis
* Responsible for cross-training other resources within the customer service department, as necessary
* Other duties as assigned
**SUPERVISORY RESPONSIBILITIES:**
* This job has no supervisory responsibilities
**COMPETENCIES:**
To perform the job successfully, an individual should demonstrate the following competencies:
* Problem Solving
* Customer Service
* Interpersonal Skills
* Written/Oral Communication
* Planning/Organizing
* Quality management
* Judgement
**QUALIFICATIONS:**
* High School Diploma or equivalent.
* Minimum one year related experience and/or training.
* Preferred Associate's degree (A.A) or equivalent from two-year College or technical school.
**LANGUAGE SKILLS:**
* Ability to read and comprehend simple instructions, short correspondence, and memos.
* Ability to write simple correspondence.
* Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
**COMPUTER SKILLS:**
* Internet based software - ERP systems such as SAP or Syteline preferred.
* Order processing software
* MS Office including Outlook and Excel experience with V-look up and pivots preferred
**PHYSICAL DEMANDS:**
* The employee must occasionally lift and/or move up to 10 pounds.
* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Safety PPE required on plant floor.
**WORK ENVIRONMENT:**
* The noise level in the work environment is usually moderate
* May require occasional evenings and/or weekends
* If a walkthrough manufacturing or warehouse occurs, may be exposed to dust, odors, oils, cleaning solvents, lubricants, or noise
* Regular use of the telephone and e-mail for communication is essential
**WORK HOURS:**
* Monday through Friday, 8-5 with occasional overtime
**?At Safe Fleet, you are empowered to build a career that will take you where you want to go. You'll enjoy the freedom to explore new projects, the support to think outside the box and the tools necessary to achieve personal success. We offer a comprehensive compensation package, including Medical, Dental, 401K and much more!**
*We are a background and drug screening company, where allowed by law.*
*?*Safe Fleet does not discriminate in hiring or employment on the basis of race, color, religion, gender, marital status, national origin, sexual orientation, age, disability, ancestry veteran status or any other status protected by law.*