Customer Service Representative

Customer Service Representative Position Description

CUSTOMER SERVICE REPRESENTATIVE SUMMARY: 

Responsible for the efficient and effective handling of customer service activities which include but are not limited to; processing purchase orders and responding to customer inquiries and complaints pertaining to the sale and shipment of all ACO products.

CUSTOMER SERVICE REPRESENTATIVE ESSENTIAL FUNCTIONS:

• Answer questions for customers and outside sales staff on the status of in-house and shipped orders, product information, invoicing discrepancies, availability, lead times, prices, freight costs and tracking. 
• Prepare Returned Goods Authorizations and Credit Requests.
• Process credit card payments
• Provide customer support through knowledge of our products and their applications.
• Respond to inbound sales calls and emails.
• Maintain effective communication flow among customers (both internal and external to the company), management, and outside sales representatives.
• Process requests for samples from Area Sales Managers, ACO distributors.
• Accurate data entry of all purchase orders ensuring that all material and freight costs match exactly to customer’s purchase order, generate and check order acknowledgements, email to customer.
• Prepare and follow up on quotations to customers.
• Coordinate special pricing or handling instructions by comparing quotations and drawings to orders or communicating with sales staff or technical department.  Compare materials lists for drawings to orders and discuss with appropriate personnel as necessary.  
• Follow-up on orders which require special handling, fabrication, or purchased parts by communicating/discussing with the appropriate/relevant parties. 
• Investigate and document customer claims in the Customer Incident Database regarding missing material, material breakage, price discrepancies, etc.
• Comply with Company policies and procedures. 

CUSTOMER SERVICE REPRESENTATIVE COMPETENCIES: 

CUSTOMER SERVICE REPRESENTATIVE EDUCATION and/or EXPERIENCE:

• High school diploma or GED
• Two years of experience in Customer Service, with data entry or order taking work experience related to the following industries: construction, commercial, and manufacturing.

 CUSTOMER SERVICE REPRESENTATIVE ADDITIONAL ELIGIBILITY REQUIREMENTS:

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, skill, and/or ability required. 

• Ability to read and comprehend simple instructions, process documents, short correspondence, and memos.   
• Ability to write simple correspondence.  
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute percentages.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to use Windows Office programs.
• Keyboarding skills of 35 wpm.
• Professional phone manners.
• Ability to speak effectively with internal and external customers.

CUSTOMER SERVICE REPRESENTATIVE PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to stand or walk.
• Continually required to sit and work on a computer.
• Continually required to utilize hand and finger dexterity

The above is intended to describe the general content of and requirements for the performance of this job.  It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions