Customer Service Representative

Summary Description:

The primary responsibility of the Customer Service Representative is to interact with customers to provide answers to inquiries involving products and services. He/she she must be able to handle complaints, process orders, and provide alternate solutions for customers when required. Due to the broad nature of this position, the CSR will work with every aspect of the organization. To ensure the highest level of services are provided, additional duties and responsibilities may be assigned as needed.

Job Duties and Responsibilities (Essential Functions):

1. Exceed expectations of internal and external customers by providing professional, courteous and efficient service at all times.
2. Act as an ambassador and project a "good company image" at all times maintaining a positive, solution-oriented approach.
3. Is knowledgeable of company policies and quality procedures; participate in the ongoing creation and updating of SOPs.
4. Is aware of and supports strategic plans that ensure department and/or company objectives and goals are obtained.
5. Implement new policies, procedures and company initiatives as assigned and ensures all areas are maintained in accordance with company policy, state, federal and plan regulatory mandates.
6. Identify and address concerns immediately and determine ways to resolve them expediently. Provide internal and on-site customer support and problem solving as a work product/services expert. Make recommendations to the CSR Manager regarding solutions.
7. Able to work effectively both individually and in a team with minimal supervision; able to make decisions using own initiative based on company policy and regulating entities. Give regular updates to direct supervisor regarding progress and possible delays. Work to create a responsive, quality-driven culture.
8. Continue own education by staying informed of industry trends and learning new skills.
9. Effectively communicate with customers via phone, email and Supplier Portals
10. Process requests in a fast-paced, high-volume environment and provide knowledgeable answers to customer inquiries regarding products, pricing, availability and alternate options.
11. Work with customers to resolve shipping inquiries and order status questions.
12. Process customer orders for products and literature using the enterprise processing system.
    1. Ensure order accuracy and answer customer inquiries regarding order status.
13. Informs customers regarding product shipping dates, inventory levels, prices, part numbers and location of distribution centers. Answers questions regarding warranty processes and return policies, HVAC troubleshooting and transportation.
    1. Communicates customer needs to the rest of the organization.
14. Enters customer purchase orders into computer system, transfers orders to remote warehouse locations, provides follow-up to customers as required.
15. Investigates and identifies typical replacement parts. Assists customers in sourcing parts and provides alternate options to customers if parts are unavailable.
16. Negotiates delivery performance metrics with customers. Review reports submitted by customers, submit Advanced Shipment Notices (ASN) to customers and dispute claims.
17. Work with Engineering on new product development. Attend NPD meeting to advise customer expectations and demands.
18. Assists Accounting with delinquent bills. Provides copies of shipping documents and proof of deliveries to support Accounting.
19. Schedule logistics for exports. Works with carriers to schedules and provides export documents as required.

Knowledge/Skills/Abilities:

• Excels at working within team. Is patient and objective in difficult situations with different types of people. Able to influence others to get "onboard" with company initiatives. As unique situations arise, position must be sensitive to company needs as well as colleagues and other internal personnel.
• Strong organizational, time management and project management skills. Ability to manage multiple and varied tasks in a fast-paced, high-volume regulated environment, highly proficient organizational skills and keen attention to detail.
• Strong analytical skills, with an ability to troubleshoot, problem-solve and effectively and efficiently make decisions.
• Improves the company's overall effectiveness by developing and implementing solutions and applying continuous improvement practices to increase efficiency and reduce costs.
• Ensure ethical conduct at all times. Act with integrity and honesty, abide by all Human Resources Principles and objectives including confidentiality, projecting a positive impression of the company and maintaining a respectful atmosphere.
• Strong communication skills with external and internal personnel to include:
  • Active listening; articulating clearly and confidently.
  • Strong technical writing skills.
  • Good negotiations skills
  • Strong business management and people relationship skills used to make decisions on what and when to communicate with others.
  • Report non-routine occurrences immediately to Management that may disrupt deadlines.
  • Facilitate positive, timely, and appropriate communication amongst management and subordinates. Strive for clarity and for alleviation of tension when the need arises.
  • Able to be effective in a wide range of cultural groups and cross-cultural relationships and have the ability to communicate clearly to non-native speakers.
• Provide internal and on-site customer support and problem solving as a work product/services expert. Make recommendations to management regarding solutions.

Level Requirements:

Education

• High School Diploma or GED required. Bachelor's degree preferred.

Experience

• Minimum of two (2) years of customer service experience required. Experience in a manufacturing environment preferred. or related industry experience acceptable.
• Strong computer knowledge required including Word, Excel, PowerPoint and Outlook. Current knowledge of MRP/ERP systems. Able to effectively maintain written and computer records in accordance with regulatory agencies.
• Ability to read/interpret Engineering drawings.
• Knowledge of vehicle heating and air conditioning systems preferred.

Other Requirements

• One additional language preferred.

About Aerotek:

Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.