Customer Service Representative

OUR HERITAGE BENEFITS YOUR FUTURE! Here at TWIN DISC, we have a proud history of developing and pioneering transmission and propulsion solutions for equipment that fuels the world.  Over the years, we’ve built a strong company that is centered on innovation and employee ingenuity making us an industry leader and respected throughout the markets we serve. As we continue our global expansion, we are looking for talented individuals to join our team. 

Position
The Customer Service Representative manages the customer service order transactions for assigned product lines and serves as the main communication link between the company and the customer.  This includes entering, changing and expediting orders, as well as monitoring orders and delivery status in relation to customer requirements.

Competencies
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily.  The requirements listed below are representative of the knowledge, skills and/or abilities required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Education and/or Experience:

• A Bachelor’s degree in Business Administration or an Associate’s degree with equivalent experience
• 5 years’ experience working in Customer Service roles

Computer Skills:

• Proficiency in Microsoft Office Suite
• Experience working with an MRP system; JDE preferred

Communication Skills:

• Excellent written and oral communication skills
• Excellent listening skills to determine and understand customer needs
• Ability to discuss and resolve difficult customer situations
• Strong interpersonal relationship skills and listening skills that allow being able to work with people in all levels of the organization and across Twin Disc foreign subsidiaries

Technical Requirements:

• Broad knowledge of assigned product lines and applications

Work Environment:

• Based in Racine, Wisconsin

Specialized Knowledge:

• In depth knowledge of Twin Disc products and customers
• Experience working in a manufacturing environment

Other Requirements:

• Strong organizational and coordination skills
• Excellent problem solving skills
• Superior accuracy, attention to detail, and follow-through skills
• Excellent customer service skills

Essential Job Functions

1. Serves as the main communication link between the company and the customer, coordinating efforts to meet customer delivery requirements. Advocates for the customer to Twin Disc, and advocate for Twin Disc to the customer.  Educator to both Twin Disc and the customer.  Must be diligent in responding to customer needs while not overpromising on what the company can deliver.
2. Manages the entry of orders into the system with accuracy and timeliness.  Ensures full accuracy in price, BOM, and lead time.
3. Involves Planning Department to assess whether orders can be accommodated or not.  Ensures that orders are not entered that are within lead times.
4. Continually monitors orders and delivery status in relation to customer requirements.  Serves as the primary link for internal communications.  May coordinate information with the Planning, Manufacturing, Purchasing, and Shipping Departments, as needed.  Provides feedback to customers regarding any changes in promised delivery dates. 
5. Handles general inquiries from customers.  Gets questions to the right people.
6. Participates in the Daily Management meetings as may be required.  Provides important information about customers including issues, trends and feedback as well as market intelligence.
7. Coordinates shipping and expediting.
8. Supervises 0 employees.

Other Job Functions

1. May travel to customer facilities.
2. Performs other tasks as may be required.    

            

This job description reflects management’s assignment of essential job functions; it does not prescribe or restrict the tasks that may be assigned.

In the performance of their respective tasks and duties, all employees are expected to perform quality work within deadlines with or without direct supervision, interact professionally with other employees, customers (internal and external) and suppliers and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and the organization.

Benefits includes: Health, Dental, Vision, Disability & Life Insurance; Flexible Spending Account, Health Savings Account, 401(k)+Match, Corporate Bonus, Vacation, 13 Paid Holidays, which includes Christmas Shutdown, Tuition Reimbursement

 

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