Customer Service Representative - Automotive/Materials

SUMMARY: 

Coordinates/works with: Customers, other Account Managers, Inventory, Shipping, Warehouse, Accounts Receivable, Purchasing, Quality & UP Supervisors & Management.   Acts as a liaison between our customer and Universal Products.  Receives customer orders and inquiries concerning prospective, new, current and past orders.

DUTIES:

• Communicate with customers by phone, fax, or email about stock orders
• Process purchase orders for stock products
• Provide customers with pricing & discount information 
• Handle inquiries from customers for lead times, inventory status, pricing, discounts, part numbers, purchase orders, order revisions, returned merchandise, field claims, complaints, etc.
• Provide shipping confirmation information to customers
• Initiate RMA processing
• Set up new customers – fill out new customer form for AR
• Confer with Accounts Receivable regarding credit terms for new customers, credits/debits, billing errors, credit card issues, etc.
• Convey customer quality issues to Quality Dept & Production managers; report feedback to customer
• Attend trade shows as requested by supervisor
• Assist with set up and/or tear down of trade show booths
• Follow up leads from trade shows
• Visit customer facilities as requested by supervisor
• Perform other duties as assigned by supervisor

QUALIFICATIONS:

Education and/or Experience:  

• High school diploma or general education degree (GED)
• A demonstrated ability to deal with customers and complaints, on the phone or in person preferred  
• 1 year of customer service representative experience
• Basic computer skills
• Working knowledge of Microsoft Word and Microsoft Excel
• Fluency in Spanish a plus. 

SPECIAL SKILLS OR ABILITIES:  

Must possess the following skills:

• Language Skills:  Must be able to read, analyze, and interpret general information pertaining to the job.  Must be able to write documents and reports required for the job.  Must be able to effectively communicate both verbally and in writing, and be able to effectively present information and respond to questions from managers, customers, and other employees.
• Mathematical Skills:  Must be able to add, subtract, multiply, and divide, using whole numbers, decimals, and common fractions.
• Reasoning Ability:  Must have the ability to apply common sense understanding to carry out detailed written or oral instructions.  Must have the ability to apply information and variables learned from one task or project to other similar situations.
• Data Entry Skills:  Must be proficient in the use of keyboard and 10-key for the purpose of entering data and creating reports.

EQUIPMENT USED:

• Telephone
• Computer
• Printer
• Calculator / 10-Key
• Copier 
• Fax 
• Misc. Office Equipment and Supplies

COMPETENCY:

To perform this job successfully an individual should demonstrate the following competencies:

• Technical Skills: assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continually build knowledge and skills; shares expertise with others.
• Interpersonal:  Remains open to other’s ideas and tries new things.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification: Responds well to questions; Demonstrates group presentation skills.
• Team Work: Balances team and individual responsibilities; Exhibits objectivity and openness to other’s views; Gives, and welcomes feedback; Contributes to building a positive team spirit.
• Written Communications: Able to read and interpret written information and provide clear communication in written form
• Cognitive Skills:  Logic, memory and reasoning are essential cognitive skills, decision making, analytical and critical thinking capabilities
• Safety and Security:   Observes safety and security procedures; Reports potentially unsafe conditions; uses equipment and materials properly.