Customer Service Representative

Job Title: Customer Service Representative
Department: Sales
Report To: Director of Sales

Position Description:

Receive and process incoming orders for parts, merchandise or repairs. Generally receives orders via phone, fax, or email. Duties include informing customers of receipt, prices, shipping dates, and delays; preparing quotes; and handling complaints.

Job Duties and Responsibilities:

• Answer all incoming customer calls providing professional assistance and service in addition to follow-up, as needed; insuring needs of the customer are met.
• Check and respond to emails throughout the day.
• Transfer calls and take messages.
• Enter and approve orders from customers received by phone, fax, or email the same day they are received.
• Scan and properly name orders once entered.
• Quote customer price, discount, and availability as requested within 24 hours of request.
• Respond to expedite requests received from customers.
• Obtain customer technical information or request special quotes if necessary.
• Email orders to ship from warehouses in respective territories.
• Change or cancel an open order in Global Shop if requested by customer, and if necessary, send email to the shipping department at the time the change or cancellation is made.
• Customer Service representative leaving at 6:00 pm must email last sales order number to the shipping department, email Daily Sales Trend Analysis Report and Open Orders By Order Date Report to designated internal personnel, and email Daily Booked Orders By Territory Report to manufacturer's representatives.
• Confer with management to resolve problems or issues.
• Able to work staggered hours between customer service team members Monday through Friday between the hours of 8:00 am to 6:00 pm.
• Attend training and assist new employees with training.
• Follow-up and assist co-workers in completing daily tasks.
• Follow and enforce safety policies.

Authorities:

• Provide professional assistance to customers
• Approve Orders
• Change or cancel orders

Education and experience: High School Graduate or GED, 2 years customer service by phone experience.