Customer Service Representative

Job purpose

Under the direct supervision of the Customer Service Lead, this position will perform diversified duties that support the customer and product services department. This position supports the existing product lifecycle, internal/external customers, and provides excellent customer service throughout the organization.

Duties and responsibilities

• Able to function in a fast-paced environment with the ability to handle multiple tasks concurrently.
• Communicate with internal/external customers as they call/email/fax and provide information as requested.
• Provide internal/external customer support for existing products, answer questions, follow up on action items, and track information as needed.
• Partner with Shipping Department and provide support for all orders on hold/backordered, process exception reports, and freight claims.
• Record product manufacturing defects, look for trends and propose solutions to management as needed.
• Provide customers with product function, usage, and other information as needed.
• Provide Return Goods/Merchandise Authorization forms as needed.
• Maintain accurate and complete product information.

• Support Order Entry as needed (Assist sales department when necessary).
• Provide support for Sales, Marketing and Accounting teams (Some travel required).
• Support distributors, dealers and RSM’s with any parts or service needs.
• Provide any other support as needed/assigned. 
• Other duties as assigned by Customer Service Manager.
• Participate in LEAN events as requested and look for ways to reduce waste and improve efficiencies.

Qualifications

• High School Diploma
• 2 years’ experience in customer service/ sales/marketing function
• Excellent communication skills – oral/written.
• Proficiency with Microsoft office – excel, word, power point.
• Team Player – able to work with all levels of the organization
• Firearm knowledge a plus

Working conditions

Office environment within a manufacturing facility.

Physical requirements

• Must be able to move, lift, transport items at minimum of 20 lbs.
• Must be able to consistently operate a computer/office productivity machinery i.e., calculator, copy machine, printer for a minimum of 6 hours per day.
• Must be able to remain stationary for a minimum of 2 hours per day.
• Must be able to detect and correct errors on paper/screens.
• Must be able to communicate and exchange information with other members of the organization verbally, nonverbally, and in writing.
• Must be able to move throughout the facility and office area to access file cabinets, office equipment, plant machinery, and other office areas as needed.

Other

• Management reserves the right to assign or reassign duties and responsibilities to this job at any time.
• This job description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned.
• This job description is subject to change at any time.
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. 
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Experience with Lean Manufacturing or willingness to learn and participate in Lean Manufacturing processes or activities