CUSTOMER SERVICE REPRESENTATIVE

Job Purpose

Customer Service Representatives are responsible for having product knowledge for products that are sold by the business. They are responsible for communicating that knowledge to the customers. They will ensure timely, accurate, and thorough handling of the product as it is delivered to the customer.

Essential Duties and Responsibilities

• Accurately and thoroughly enter orders for all customers in a timely manner.
• Uses various software including ERP Systems, Excel, and other Microsoft Office Products to perform various customer transactions.
• Process cash, account, and counter sales, assist showroom sales, and correctly files corresponding paperwork.
• Schedule deliveries within company terms and conditions. Work with distribution to meet corporate delivery standards.
• Provides back-up and support as required to three area locations. 
• Maintain constant communication with yard and management regarding customer/product issues and receive and communicate information in this role in a professional, informative, and instructive manner.
• Initiate Customer Concern Form process when processes or product quality dictates.
• Vigorous compliance with all SOP’s, company policies, procedures, and performance standards. Always helps control expenses in all areas of the company.
• Supports efforts of the sales staff to gain market share and increase revenue with the ultimate goal of achieving the divisional budget.
• Effectively drive the sales of tools, accessories, ponds, natural stone, pergolas, and lights as budgeted.

Education, Knowledge, and Skills:

• High school diploma required, any level of college or certifications in business, sales, marketing or related field preferred.
• Ability to demonstrate an exceptional customer service experience.
• Ability to connect with others, build trust, and be accountable for the customer experience.
• Has excellent interpersonal skills and is naturally persuasive.
• Has flexibility to work at three area locations as required.
• Ability to work Saturdays as required.
• MS Office-Excel and Word knowledge.
• Knowledge of process to include order entry, RMAs, and basic ability to research data.

Supervisory Responsibilities: 

None

Work Environment:

Manufacturing and office environment. Exposure to noise, fumes, and dust, while in manufacturing facilities.

Physical Demands:

The employee is to occasionally Stand; Walk; Climb or balance; Stoop, kneel, crouch, or crawl; the employee is regularly Sit; Use hands to finger, handle, or feel; Reach with hands and arms; Talk or hear. 

Acknowledgement: This job description is not intended to be an all-inclusive list of duties and standards of the position. Critical features of this job are described under the headings above. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.

Equal Employment Opportunity Employer and a Drug-Free Workplace