Customer Service Representative
Job Description
Customer Service Representative (TEI)
Department: Customer Service Job Status: Full Time
FLSA Status: Non-Exempt Reports To: Customer Service Supervisor
Grade/Level: Amount of Travel Required: Occasional
Job Type: Regular Positions Supervised: None
Work Schedule: 8 hours/day
POSITION SUMMARY
Maintain customer accounts. Coordinate between the Customer, Supply Chain Analysts, and Sales to ensure proper delivery to customer. Responsibilities include but are not limited to customer order processing, customer relations, customer complaint processing, reporting, pricing, and order maintenance.
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable
accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
- Order processing - Process orders and verify pricing and terms.
- Order maintenance – Process order changes as requested by customer
- Creating and maintaining customer pricing
- Creating and maintaining customer cross reference data
- Open Order and Delivery Reporting to customer
- Creating shipping documents for customer
- Initiating customer complaints with Supply Chain Analysts
- EDI processing
- Maintain good customer relations via email and phone from both internal and external sources
- Obtain delivery and tracking information from factory and provide to customer
- Provide all necessary reports (ie. delivery, open orders, shipments, invoicing) as requested by internal and external sources
- Work with Supply Chain Analysts to determine customer material requirements and maintain orders accordingly.
- Customer Inquiries - Respond to customer or potential customer requests for information and/or problem solving.
POSITION QUALIFICATIONS
Competency Statement(s)
- Accountability - Ability to accept responsibility and account for his/her actions.
- Accuracy - Ability to perform work accurately and thoroughly.
- Communication, Oral - Ability to communicate effectively with others using the spoken word.
- Communication, Written - Ability to communicate in writing professionally, clearly and concisely.
- Customer Oriented - Ability to take care of the customers’ needs while following company
procedures.
- Detail Oriented - Ability to pay attention to the minute details of a project or task.
- Friendly - Ability to exhibit a cheerful demeanor toward others.
- Interpersonal - Ability to get along well with a variety of personalities and individuals.
- Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous.
- Relationship Building - Ability to effectively build relationships with customers and co-workers.
- Responsible - Ability to be held accountable or answerable for one’s conduct.
- Tactful - Ability to show consideration for and maintain good relations with others.
- Tolerance - Ability to work successfully with a variety of people without making judgments.
- Working Under Pressure - Ability to complete assigned tasks under stressful situations.
SKILLS & ABILITIES
Education: Bachelor Degree (or equivalent experience)
Experience: 4+ plus year of experience with logistics background.
Computer Skills: Word, Excel, Outlook, SAP knowledge a plus
PHYSICAL DEMANDS
N (Not Applicable) Activity is not applicable to this position.
O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day)
Physical Demands Lift/Carry
Stand O 10 lbs or less N
Walk O 11-20 lbs N
Sit C 21-50 lbs N
Manually Manipulate O 51-100 lbs N
Reach Outward O Over 100 lbs N
Reach above Shoulder N
Climb N Push/Pull
Crawl N 12 lbs or less N
Squat or Kneel N 13-25 lbs N
Bend N 26-40 lbs N
Grasp O 41-100 lbs N
Speak C
WORK ENVIRONMENT
Hybrid
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.
