BM Customer Service Representative

Job Code CSR-BM	Department Name Customer Service	Location Burlington
EEOC Classification Administrative Support Workers	Reports To Title Customer Service Manager	Pay Grade
FLSA Status Non-Exempt Full Time

Job Purpose or Job Summary

Job Summary

The Customer Service Representative position is a high performance, customer-focused team environment, supporting designated regions of the business. The representative is required to understand and utilize departmental policies and procedures. They have primary responsibility and accountability for the efficient flow of information to and from the customers and Account Managers in their designated regions. Adequate performance at this level requires knowledge of departmental procedures and the ability to solve problems with little or no supervision. Customer Service Representatives are expected to work productively even with the absence of their supervisor. Assignments increase as the representative’s knowledge and experience increase. The customer service representative interacts with customers to provide and process information in response to inquiries, concerns and requests about products and services.

Essential Duties and Responsibilities

External Customers
- Understand (Burlington) TIDI products and troubleshoot customer requests. Review and process customer purchase orders for accuracy, including product specifications, quantities, pricing, shipping requirements, and requested delivery dates.
- Monitor open order inquiries through production, fulfillment, shipment, and delivery.
- Coordinate order changes, cancellations, expedites, and special customer requirements with Customer Service Team Lead and/or Production.
- Assist in resolving production, material, shipping, or fulfillment issues that affect customer orders.
- Investigate and resolve shipping discrepancies, shortages, damages, misdirected shipments, and delivery issues.
- Provide timely, courteous, and professional responses to customer inquiries, requests, and concerns.
- Communicate RMA requirements, instructions, and next steps to customers.
- Provide pricing and quote information to customers for stock items, repairs, and orders.
- Follow up on outstanding internal and external action items to ensure timely resolution.
- Coordinate with Finance/Accounting regarding customer account questions, credits, billing discrepancies, and other account-related issues.

Sales Team Collaboration
- Serve as a key liaison between Customer Service Leadership, Account Managers and customers assigned to your designated regions.
- Provide Customer Service Leadership and Account Managers with timely updates regarding customer requests, orders, RMAs, repairs, and other service-related activities through courteous and professional responses
- Collaborate with Customer Service Leadership and Account Managers to resolve customer issues and ensure a high-quality customer experience.
- Maintain current knowledge of company products, services, promotions, and marketing efforts to effectively support Sales and customers.

Operational Expectations
- Maintain database integrity by accurately entering, validating, and updating customer and account information in CRM and related systems.
- Maintain internal workflow and coordinate activities with other departments to ensure customer requests are completed accurately and timely.
- Maintain accurate and timely records within Salesforce/Rootstock and other applicable systems.
- Maintain accurate documentation related to RMAs, orders, repairs, quotes, and customer service activities.
- Document product complaints, quality concerns, defects, shortages, or other product-related issues and escalate them to Customer Service leadership in accordance with company procedures.
- Support the processing and documentation of credits, replacements, and other financial adjustments associated with RMAs and customer service issues.
- Identify opportunities, in partnership with Customer Service leadership, to support additional business with existing customers and create new opportunities as directed.
- Follow established company policies, procedures, quality standards, and ISO requirements.
- Develop, document, and maintain work instructions and procedures for customer service, RMA, order, and other assigned processes.
- Maintain understanding of relevant competitor products and services.
- Deliver high-quality customer service while attaining and continually embodying TIDI Products Core Values & Guiding Principles.
- Perform other related duties and participate in special projects as assigned.
- Work extended hours during periods of increased business activity as needed.

Reasonable Accomodations - Read Only

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Core Values & Guiding Principles

Core Values

Understands internal and external customers

Assure a safe work environment

Encourage individual development

Demonstrates teamwork and flexibility/adaptability

Demonstrates honesty

Keep our commitments

Think systemically and ensure constancy of purpose

Lead with humility and respect every individual

Focus on process, embrace scientific thinking, flow and pull value, assure quality at the source and seek perfection

Education & Experience

High School Diploma required, Degree a plus.

Minimum of 2 years’ experience in a customer-focused, high-performance team-oriented environment with a product manufacturing environment.

Experience with supporting Account Managers a plus.

Qualifications

Qualifications Read Only

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

Qualifications List

PC literate with knowledge of excel, word and outlook a must.

Must have strong Organizational skills, time management skills and multi-tasking skills.

Excellent written and verbal communication skills.

Professional and proper telephone and email etiquette a must.

Ability to demonstrate sharp critical thinking and problem-solving skills.

Must have strong follow through skills.

Willingness to identify continuous improvement opportunities.

Ability to provide and support the company’s vision and direction.

Must have strong listening skills.

Knowledgeable of complaint handling.

Demonstrates expert knowledge of products and instructions for use.

Have an understanding of when issues need to be escalated to the next person in the chain of command.

Physical Demands
How much on-the-job time is spent in the following physical activities? Check the appropriate amount of time.

Physical Demands

Activity	Amount of Time
Standing	NONE
Walking	NONE
Sitting	2/3 or more
Talking or listening	2/3 or more
Using hands or fingers, handle or feel	NONE
Climbing or balancing	NONE
Stooping, kneeling, crouching, or crawling	NONE
Reaching with hands and arms	NONE
Tasting or smelling	NONE

Lifting Demands
Does this job require that weight be lifted or force be exerted? Check the appropriate amount of time weight.

Lifting Demands

Activity	Amount of Time
Up to 10 pounds	NONE
Up to 25 pounds	NONE
Up to 40 pounds	NONE
Up to 100 pounds	NONE
More than 100 pounds	NONE

Environmental Conditions
How much exposure to these environmental conditions does this job require? Check the appropriate amount of time. Note: Normal working temperature is 55-85 degrees Fahrenheit.

Environmental Conditions

Activity	Amount of Time
Wet, humid conditions	NONE
Work near moving mechanical parts	NONE
Work in high or precarious places	NONE
Fumes or airborne particles	NONE
Toxic or caustic chemicals	NONE
Outdoor weather conditions	NONE
Colder than normal work temp	NONE
Risk of electrical shock	NONE
Noticeable vibration	NONE

Vision Demands
Does this job have any special vision requirement? Select plus sign to add all that apply.

Vision Demands

No special vision requirements

Work Environment
How much noise is typical for the work environment of this job? Check the appropriate level below.

Work Environment v1.0

Quiet; i.e., data entry, phone center

Disclaimer

Activity Disclaimer

The mental & physical requirements and work environment characteristics described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

Disclaimer

This document does not create an employment contract, implied or otherwise, other than an "at-will" employment relationship. TIDI Products, LLC retains the discretion to add duties or change the duties of this position at any time.

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