Customer Service Rep

The Customer Service Representative is responsible for the preparation, review, and flow down of all ASRaymond Customer requests and order documents to maintain compliance with legal and corporate guidelines, as well as alignment with appropriate policies and procedures. The CSR will document and maintain all order documents in accordance with Corporate Policies and Divisional Operating Procedures.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Point of contact for all inquiries from customers regarding orders, quotes, deliveries, changes, shipping and data entry, quality concerns, expedites, product returns and sales follow up on product lines new and existing through verbal and written communication.
• Responsible for contract review relating to customer purchase orders, quotes, and customer specific requirements. Works with Customer Service Supervisor to resolve customer requirements; drafting correspondence for external/internal customers in response to specific inquiries.
• Responsible for reviewing, interpreting, and internally communicating customers’ terms and conditions, special instructions, configuration changes, quality, pricing and/or other requirements throughout the organization in accordance with written procedures and within scope of Company directives.
• Follows processes to ensure compliance with Corporate and Division policies (including Price Policy) and terms and conditions of sale. Works with Customer Service Supervisor and Customer Service Manager to ensure proper administration of customer requirements. Identifies and communicates appropriately with customers if terms, requirements, or other instructions cannot be fulfilled within Company policies and guidelines.
• Captures contractual documents, distributes copies to appropriate parties and retains them in accordance with internal and/or customer retention requirements.
• Vast knowledge of division policies/procedures to resolve customer inquiries relating to, customer specific requirements, and quality claims.
• Review customer requests (with guidance of the Contracts & Customer Service Supervisor and Customer Service Manager). Coordinates with sales team and functional areas on new opportunities. Responsible for inputting data (sales orders, pricing, status, etc.) into the ERP system and ensuring data is accurate and complete.
• Responsible for raising export compliance concerns to the Division Export Compliance Administrator (DECA) when required.
• Coordinates with finance to set up new customer accounts, obtaining tax exempt documentation, and validating purchase order for alignment to company payment terms and conditions.
• Support Account Receivable initiatives by resolving pricing and shipping discrepancies.
• Collaborates with all functional areas to provide excellent customer support, identify opportunities that support continuous improvement initiatives.
• Maintains professional business relationships and good rapport with customers. Sharing information with Sales and Marketing to maintain competitiveness.
• Sharing business opportunities that result from new product introductions to customers and passing the opportunities onto the Sales Team.
• Collaboration with Operations to execute expedites, tracking information, and process courier claims.
• Process RGA, credits and debits utilizing division guidelines.
• Other projects/responsibilities as assigned.
• Following Force Motion Group Code of Business Ethics and Conduct.

MINIMUM QUALIFICATIONS:

To perform this position successfully, an individual must be able to perform each job duty satisfactorily.  The requirements listed below are representative of the knowledge, skills, and/or abilities required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

Required Education:

• High School diploma or equivalent, associate’s degree preferred.

Required Length & Type of Experience:

• Minimum of two years of prior experience in Customer Service or a related position preferably in the Distribution industry.
• Exemplary oral and written communication skills.

Core FMG Competencies:

• Instill Trust
• Manages Ambiguity
• Optimizes Work Processes
• Collaborates
• Communicates Effectively

Knowledge, Skills & Abilities:

• Ability to interpret contracts, clauses, and terms and conditions commonly used in business.
• Exemplary oral and written communication skills.
• Problem solving techniques to assist in resolving inquiries.
• Strong computer skills.
• Ability to develop long-term business relationships internally and externally.
• Good mathematical/quantitative and analytical orientation.
• Position requires a great deal of tact.
• PC aptitude in a Windows environment (MS Office: 365, SharePoint, Excel, Access, Word, PowerPoint) and ability to learn other software packages.
• Proven success interacting with peers, senior management and other functional areas.
• Ability to work independently; to multi-task handling simultaneous work assignments and projects, and drive “Lean” process improvements.

PHYSICAL DEMANDS:

The characteristics listed below are representative of the physical demands required by an individual to successfully perform the essential duties of this position.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.

• While performing the duties of this job, the employee is regularly required to stand, walk and sit.
• May be required to travel occasionally to customer premises and to local and non-local training locations.

WORK ENVIRONMENT:

The characteristics listed below are representative of the work environment typically encountered by an individual while performing the essential duties of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties.