Customer Service Representative

Job Summary:

Provides excellent service and support to customers and vendors through phone and email, assists with coordination of shipping and receiving, prepares orders for invoicing, acknowledges all orders and updates dates, works closely with inside and outside sales engineers, and other general office support, as needed.

Job Responsibilities:

• Maintains a positive and professional attitude toward customers at all times.
• Excellent customer service skills, with a tenacious attitude
• Answer incoming phone calls and route as required
• Maintain Customer Service email inbox expeditiously, including:
  • Forward new POs to inside sales staff for entry
  • Provide accurate, valid and complete customer support for all inquiries
• Track order process thru ERP system, including:
  • Review all orders for accuracy (quantities, ship-to, bill-to, product codes, due date)
  • Send order acknowledgement to customer and any revisions thereafter
  • Maintain delivery status updates
  • Update ERP and Customer with any status changes
  • Follow up with Vendors on all purchase orders
  • Confirm vendor acknowledgements for accuracy
  • Expedite orders, as needed, to guarantee delivery dates are maintained
  • Detailed ordered entry and review
• Advise engineering/sales staff and management of any customer issue or vendor issues, working together to provide resolution
• Assist with coordination of daily shipping, including:
  • Receive in UPS and Freight shipments
  • Verify shipment for accuracy
  • Receive goods into ERP system
  • Set up daily outgoing shipments
  • Calculate inbound freight, as necessary
• File all documents and order paperwork
• Assist with maintaining Vendor and Customer data in business system
• Provide backup support for team members and other duties, as assigned

Required Skills & Abilities:

• Excellent interpersonal and customer service skills
• Excellent written and verbal communication skills.
• Excellent attention to detail, organizational and follow up skills.
• Ability to work on multiple items and tasks simultaneously
• Basic mathematics skills
• Proficient with MS Office Suite and Outlook.

Education & Experience:

• HS Diploma or equivalent
• 1-2 years of previous related experience

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• This is largely a sedentary role; however, filing is required. This would require the ability to move files, open filing cabinets and bend or stand as necessary.