Customer Service Representative
: Job Details :

Job Title: Customer Service Representative Department: Customer Service Reports To: Customer Service Manager Schedule: Monday through Friday, 8:15am to 5pm. Position Summary: The Customer Service Representative is to serve as LaMotte's initial and primary contact with customers, and present LaMotte in a professional, knowledgeable, and courteous manner at all times. Principle duties include supplying basic product information, processing orders and resolving customer service problems. In circumstances where necessary, the representative is to serve as the customer's advocate within LaMotte, being certain that the Customer's viewpoint is properly presented and understood. This position reports to the Customer Service Manager. Duties and Responsibilities: 1. Handles the Telephone. •Answers telephone in courteous, friendly, and professional manner and presents a favorable image of LaMotte in all communications with customers. •Promptly accepts calls transferred, without debate. •Responds to customers in a timely manner and always within the same day. •Assists in answering and transferring calls when necessary. •Maintains a pleasant tone and positive attitude in dealing with all types of customers. 2. Processes Orders. •Enters mail, fax, and telephone orders via direct order entry. •Sets up new customer accounts and processes orders according to terms available. •Processes orders and follows through with all necessary information on emergency shipments. •Enter credit card orders, obtaining authorization prior to the processing of the order. •Maintains knowledge of computer know-how. Uses computer to its fullest capacity to obtain information in locating customer accounts, products, inventory stock, etc. •Quotes pricing and availability and obtains estimated shipping cost upon request. •Obtains ship method and cost from shipping personnel, for orders shipping to Canada, Puerto Rico, Hawaii, etc., and quotes excessive charges to customer prior to shipping order. •Emails information as requested. 3. Resolves Customer Service problems. •Checks order status upon request and performs tracers when orders are late. •Tracks lost/damaged shipments with carriers. •Reviews customers' claims of shortages. •Handles return requests, issuing Return Authorization Numbers and completing return reports. •Fills out complaint forms for any discrepancy or problem reported by our customers. •Listens to and forwards customer viewpoints and can solve problems in promoting customer satisfaction. Completes complaint form whenever customer expresses dissatisfaction. 4. Maintains Knowledge of Products and Resources Available. •Maintains a catalog/brochure file for easy access when assisting customers. •Uses available resources to search for product specifications, discontinued and replacement products, SDS, instructions, etc. •Maintains knowledge of various markets and products pertaining to each market. •Assist customers in locating information on LaMotte website. 5. Communicates Information to Appropriate Individuals. •Forwards requests to Pricing Agent and Marketing for large quantities or for pricing of products not published. •Communicates and transfers special or unusual requests to the appropriate Market Manager. •Maintains acceptable communication skills with all co-workers throughout the company, portraying an acceptable image as a representative of Customer Service. 6. Transfers Appropriate Calls to Technical Svc and Software Support Teams. •Recommendations for product selection**, including custom kit design. •Questions regarding test procedures and results. •Troubleshooting issues, meter malfunctions, repairs, and requests for loaners. •Complaints on product performance. •Inquiries about products not in catalog or on computer. ** Customer Service Representatives are encouraged to respond to these requests when they know the proper reply. 7. Communicates with Supervisor regarding. •Non-routine and unusual customer problems. •Failure to meet customer commitments. •System impediments or failure within LaMotte. •Individual training requirements. 8. Works in Production or Assists in other departments when Customer Service is fully staffed and/or Customer Service Manager acknowledges that the Customer Service workload is light. •Prepares literature (catalogs, flyers, instructions, etc.) for mailing(s). •Assists Marketing with pricing or special projects. •Performs various production duties as assigned by the Customer Service Manager and/or Director of Manufacturing or designee. Miscellaneous Duties: •Lean training and lean events such as kaizen or a 5-day event. •5-S program in various departments assigned. •DMAICs. Continuously looks for ways to improve both departments and own individual efficiencies and time management, as well as ways to improve any aspect of the Company's operations and develops and implements DMAICs accordingly. •Notifies Manager of any production, quality equipment, safety, personnel problems, etc. and cooperates in resolving such issues as well. For example, requests assistance when systems prevent the efficient performance of duties or when a system fails. •Provides Manager with feedback to determine where additional training would benefit and obtains additional training as necessary. •Complies with all Company policies (i.e. personnel, safety, etc.). •Performs other duties as assigned. (Such duties may or may not be essential functions of the job.) Requirements Qualifications/Job Requirements: •High school graduate or GED equivalent. •Excellent communication skills (verbal, written and listening). •Good typing and computer skills. •Previous office experience and experience working with customers, desired. •An aptitude for general sciences desired, but not required. Work Environment/Physical Demands: Works indoors in a temperature-controlled environment. Primarily sits at desk, talks on telephone, and works on computer; however, walks to and from printers and fax machine, meetings, restroom, etc.; performs 5-S program tasks and responsibilities (see Customer Service's 5-S program to determine specific physical requirements). LaMotte Company, a 100+-year-old global industry leader in developing and manufacturing premier water testing solutions, employs 250+ employees at its existing manufacturing site in Chestertown, MD, and just opened a new manufacturing site due to expansive business growth. The new facility, located in Newark, DE, operates 24/7 and will employ 200 +. LaMotte is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, disability, military status, genetic information, sexual orientation, or any other legally recognized protected basis under federal, state, or local laws.