Customer Service Representative I

Job Title: Customer Service Representative I

Department: Sales 

Reports To: Customer Service Manager

FLSA Status: Non-Exempt  

Physical Strength: Light (L)

Location: Birmingham AL      

SUMMARY

The Customer Service Representative (CSR) is responsible for establishing a working relationship with customers by communicating via telephone, email, or interacting personally with them. This position is responsible for processing quotes and orders received along with receiving, investigating and responding to all customer inquiries regarding quality, shipments, products and complaints.  Inputs phone/fax orders and relative data into the appropriate computer applications.  The CSR will also have a set of customers who they will be the primary contact with. Participates in periodic meetings and product training. This position is based in out Birmingham AL location.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following: additional duties may be assigned as needed:

Quote and Process all orders.

Answer all incoming calls and respond to emails.

Manage and resolve customers questions and issues.

Work with partner distributors to source stock

 JOB DUTIES

• Fielding calls and emails direct from customers (both internal and external) using proper protocols and processing any quotes and orders they generate, in a timely and professional manner.

• Processing issues of varying complexity (from delivery inquiries through to error resolution).

• Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments in a timely manner for investigation.

• Escalates technical issues to the Technical or Applications Expert, when needed.

• Provides timely and accurate information to incoming customer order status and product knowledge requests.

• Process customer orders and changes according to established department policies and procedures.

• Processes customer returns according to established department policies and procedures.

• Works closely with the Credit Department to resolve disputed credit items.

• Partners with outside sales team to meet and exceed customer's service expectations.

• Calls customers when necessary to advise shipment delays and/or information necessary to process orders

• Makes adjustments, or cancels orders/backorders.

• Initiates orders for replacements parts and/or for correcting errors (shortages, wrong item shipped, etc.).

• Initiates file maintenance for corrections to customers information in the system, determines changes for service requested.

• Contact partner distributors to source stock for items that are not currently on-hand

• Obtains customer feedback information.

• Assists in maintaining and monitoring Electronic Data Interchange for established customers.

• Monitors production order schedules and expedites delivery per customer requests.

• Generates correspondence to secure additional customer information to resolve customer disputes and handles all disputes and concerns in a professional manner.

• Maintains punctual, regular and predictable attendance and ensures proper time keeping as required.

• Works collaboratively in a team environment with a spirit of cooperation.

• Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with customers and coworkers and including the ability to communicate effectively and remain calm and courteous under pressure.

• Respectfully takes direction and constructive feedback from supervisor.

• Gains proficiency in all internal and partner technical systems. 

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities.

 QUALIFICATIONS 

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); and two years of related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations; write reports, business correspondence, and procedure manuals; effectively present information and respond to questions from managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, margins, commissions, proportions, and percentages. Demonstrates strong analytical and data interpretation skills to evaluate pricing and profitability scenarios.

COMPUTER SKILLS

Job requires specialized computer skills.  Must be adept at using various applications including database, spreadsheet, report writing, word processing, presentation creation/editing, communicate by e-mail and use scheduling software. The job requires the familiarity with ERP and CRM systems.    

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or

diagram form. Ability to deal with problems involving several concrete variables in standardized

situations.

PHYSICAL DEMANDS 

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

While performing the duties of this job, the employee is regularly required to sit, talk, or hear. The employee is frequently required to walk. The employee is occasionally required to stand, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. 

WORK ENVIRONMENT 

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The noise level in the work environment is usually moderate. While performing the duties of this job, the employee is occasionally exposed to chemicals, odors, loud noise, and mechanical moving parts on the production/warehouse floor.