Description

Under the direction of the Customer Service Manager, the Customer Service Representative provides the best possible customer satisfaction to the organization’s customers by addressing the resolving customer inquiries and problems, processing orders, preparing service orders, tracking bids, and resolving billing issues, in accordance with company policies and procedures. The Customer Service Representative will act in a manner that is consistent with Gordon Aluminum’s Customer 1st Philosophy.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

Answer incoming customer telephone calls. Establish and maintain positive working relationships with customers by ensuring the best possible customer satisfaction by providing expertise in the analysis of systems problems and logging service calls and orders.
Provide accurate and timely information regarding the status of open orders to customers and technicians. Coordinate the dispatching of technicians to customer facilities. Reconcile time sheets to dispatch log.
Prepare all assigned reports and correspondence accurately and on time, to include service log, open work orders, maintain agreements, warranty work, billings, etc.
Address and resolve customer inquiries, problems and complaints regarding products, services, billings, applications, etc.
Address and resolve complaints and make recommendations regarding the return of equipment and the issuing of credits to customers to maintain customer goodwill.
Create and maintain customer files.
Enter all required information into the computerized systems to create and maintain the customer database, ensuring accuracy and timeliness. Prepare documents, letters, correspondence, etc. as needed.
Provide inside support to the outside sales representative as needed.
Complete special projects as assigned.
Complete and maintain all required paperwork, records, documents, etc.
Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.
Takes the initiative, promptly seeking his or her next task requiring minimal supervision.
Generates new team activities to remove waste and prevent problems.
Acts in a manner that demonstrates being part of the solution, not the problem.
Demonstrates continuous improvement to reach goals and raise the bar.
Ensures proper maintenance of equipment and building and establishes plant housekeeping standards.
Prioritize and schedules workload.

In addition to the essential duties and responsibilities listed above, all positions are also responsible for:

Performing all work related tasks in a manner that is in compliance with all Federal, State, and local standards and regulations.
Adhering to Company policies, procedures, and directives regarding safety and standards of workplace behavior, in completing job duties and assignments

Requirements

Qualifications

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.

Education and/or Experience

Requires a high school diploma and one to three years of related work experience; or a combination of education and experience.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Language Skills

Ability to read and interpret documents such as open orders, service logs, and procedure manuals. Ability to prepare reports and correspondence. Ability to communicate effectively with customer and other employees of the organization.

Reasoning Ability

Ability to apply common sense and understanding to carry out detailed written and oral instructions. Must have the ability to troubleshoot: determine causes of operating errors and deciding what to do about it.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds, usually waist high, up to 50 feet away. Specific vision abilities required by this job include close vision and the ability to adjust focus

Work Environment

While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles. The work environment is office setting, and noise level is low to moderate.

Employee is expected to wear the required personal protective equipment when on the production floor.

Notice

All requirements are subject to modification to reasonably accommodate individuals with disabilities. Requirements are representative of minimum levels of knowledge, skills, and experience required. To perform this job successfully, the worker must posses the abilities and aptitudes to perform each duty proficiently.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship. The Company retains the discretion to add duties or change the duties of this position at any time.

Gordon Aluminum Industries, Inc. is committed to providing equal employment opportunity to all applicants and employees regardless of their race, color, religion, age, sex, national origin, disability, military service, protected veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by federal, state or local law.

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