Customer Service Representative

Overview of the Position:

Processes all customer requests to include answering calls and emails. Provides weekly status reports to customers as needed. Works with Production and Customer Service Manager on expediting Priority Customers concerns issues and requests.

Essential Duties and Responsibilities:

• Timely respond to customer inquiries, notify customers of order fulfillment issues & provide status updates & Estimated Ship Dates (ESDs) for orders in process.

• Contact customer for approval to perform alternate repairs when the customer requested repairs are not possible or were unsuccessful (process Routing Changes).
• Work Customer Service Time in Location (TIL) lists.
• Respond to customer requests for quotes.
• Relay urgent requests from customers to the production team as needed.
• Address customer emails continuously throughout the day.

Ensure status report Estimated Ship Dates (ESDs) are updated & sent to customers daily.

Other Knowledge, Skills, and Abilities:

• Must read and write the English language.
• Should have basic computer software and keyboarding skills.
• Prior work experience in customer service with ERP System (Quantum) knowledge helpful but not required.
• Should be proficient in Excel and comprehend Repair Orders.
• Good communication, verbal and written skills.
• Knowledge of processes in shop or ability to learn processes in shop/Customer Services

Education / Experience Requirements:

• Must have H. S. Diploma or GED.

Other Qualifications:

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.

Language Skills:

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands and Work Environment:

The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job.

• Is occasionally required to stand; walk; reach with hands and arms; stoop, kneel, crouch, and crawl; and lift up to 50 pounds.
• Is regularly required to sit and use hands to finger, handle, or feel.
• Is frequently required to talk or listen.
• No vision requirements.