Customer Service Representative-CSR

Essential Function Provide timely and accurate information to incoming customer order status and product knowledge requests Provide timely feedback to the company regarding service failures or customer concerns Process customer orders/changes/returns according to established department policies and procedures Work closely with Planner for scheduling of orders Work closely with the credit department to resolve disputed credit items Partners with the sales team and managers to meet and exceed customer’s service expectations Email Communication Support Manage and maintain all emails that come into the Customer Service group email, including: Responding to emails within 15 minutes, even if it doesn’t pertain to your assigned Sales representative Then, taking appropriate action on the email which may include assisting the customer, forwarding to the appropriate contact, performing a status request, or placing an order Order Support Enter new orders, release blanket orders, and manage reschedules Receive purchase order, enter order into the system, e-mail order to Sales Representative for approval, process work order, and send confirmation email, either pass to the shop for processing or 2 weeks out drawer Manage Back orders and past dues daily Manage 2-week out drawer Confirm next day scheduled orders, daily Closing the Red Tag billing process by pricing the labor, attaching the Purchase Order Handling Phone Calls Answer all incoming calls in a courteous and professional manner and follow-through with the appropriate action by answering calls to the Customer Service Department main line and your direct extension Provide customers with status updates and ETA’s Maintain Voicemail box and keep current respond to customer’s messages What We’d Like to See Highly Desired High School Graduate or GED 1-2 years’ experience as a Customer Service Representative Customer/Client focused Problem solver and analysis Experienced with time management High level of motivation and strong work ethic Preferred and Helpful Program Management experience Sage X3 experience or other ERP systems Excellent communication Effective interpersonal skills