The Customer Service Representative (Full-Time) is responsible for handling customer-facing activities and account management tasks as outlined below.
Essential Duties and Responsibilities
The following duties are listed in order of the approximate percentage of time spent on each task.
1. Customer-Facing Activities (45%)
- Serve as the primary point of contact for assigned customers, addressing inquiries via email, phone, fax, and other communication methods. Redirect communications to internal departments as needed.
- Manage customer expectations, including project timelines and order delivery schedules.
- Respond to customer complaints, queries, and information requests related to shipping, pricing, warranty, service, and order statuses, escalating issues to management when necessary.
- Participate in weekly or bi-weekly meetings with customers to review order book statuses, material updates, and account overviews, coordinating with accounting, customer support, and technical teams.
2. Account Management Activities (55%)
- Process all inbound customer orders within 48 hours (with a goal of 80% completion within 24 hours).
- Handle warranty claims within 72 hours (80% completed within 24 hours), including follow-up on incomplete claims and ensuring customers receive timely adjudications.
- Respond to quotation requests within 72 hours, following company service policies for lead times.
- Track and manage overdue materials, such as cores, rentals, and returns, invoicing customers when necessary.
- Identify urgent orders or issues, escalate them to management for further action, and prioritize based on part availability or critical status.
- Resolve pricing discrepancies by collaborating with the pricing department, procurement, and SAP, ensuring accurate pricing before shipment or invoicing.
- Work with the finance team to manage credit limits, process payments, and resolve account-related issues, escalating when needed.
- Monitor inbound shipments and ensure expedited processing within the warehouse to meet customer requirements.
- Research and resolve part number discrepancies using technical resources, ensuring accurate materials are identified.
- Manage the customer order book daily, expediting and releasing orders while collaborating with internal teams to meet customer deadlines and service commitments.
- Perform other tasks as assigned to support the team.
Qualifications
Education and Experience:
- High School Diploma or equivalent required.
- 3-5 years of experience in customer service or administrative support, with experience using SAP in a customer support environment.
Competencies and Attributes:
- Strong phone presence and excellent written/oral communication skills.
- Ability to present a professional demeanor and provide exceptional customer service.