SUMMARYWork within a customer-focused team environment. Provide prompt and courteous handling of all customer service aspects, which may include but not limited to; customer inquires, correspondence via fax messages, e-mail, and telephone calls.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Receive, research and respond to customer inquiries and requests via phone, fax, mail, e-mail or in person.
Process orders/quotes by entering catalog numbers/descriptions, pricing, and terms and conditions.
Respond to inquiries regarding shipping/delivery dates, order changes/cancellations, and quotations, etc.
Process and follows up on less complex customer complaints requiring reimbursement (such as late shipment), repair (such as damaged product) or replacement.
Compile documentation, records, written correspondence and files pertinent to customer orders, complaints, etc. Maintain follow up report on open quotations and all hold for release orders.
Maintain basic familiarity with products, applications, pricing, warranties, sales policies and procedures, etc.
Maintain working relationships with supporting departments (such as Exception Resolution, Application Engineering, etc.)
Perform limited troubleshooting such as ensuring parts ordered are complete.
Participate in departmental/team meetings and training programs.
Quality (RGA% and call monitoring scores) must meet or exceed department expectations.
Follow Customer Service Behavioral Expectations.
EDUCATION and/or EXPERIENCE
High School Diploma minimum. Associates Degree or Bachelor’s degree desired or 2+ years of previous customer service experience.
Ability to type 30 wpm and experience working with the Internet, e-mail, and Adobe Acrobat.