Customer Service Representative
- 📅
- 240000T1 Requisition #
Position Purpose:
Manage customer orders from receipt to shipment, ensuring the customer and Hendrickson personnel are updated on all changes. Work with accounts to keep orders out past lead time. Configure and price products, assist customers with technical inquiries and acquire customer information to assist with forecasting. Maintain appropriate records for assigned customers. Follow up and expedite special orders. Communicate in a thorough and timely fashion with outside sales team.
Essential Functions:
1. Provide exceptional customer service, which includes focused attention to detail and prompt responses to customer requests, inquiries, recommendations and complaints
2. Process incoming sales orders. Assist customers in selecting appropriate model. Configure part numbers and initiate cost packages for new applications as required.
3. Provide accurate pricing. Return messages within departmental guidelines.
4. Maintain appropriate records for assigned customers. Record quotations, special terms and any actions needing follow up. Keep files on customer contacts and buying patterns.
5. Follow up and expedite standard and special orders. Track order progress in production and check on special requirements.
6. Process RGA’s, credit requests and misc. shippers as required.
7. Communicate in a thorough and timely fashion with all departments as needed on issues, projects, new product inventory requirements, changes to customer sales patterns, etc.
8. Communicate in a thorough and timely fashion with field reps. inform salesmen on quotations, pricing, customer problems and leads.
9. Work with Buyers and sister facilities as required.
10. Maintain various tracking sheets as required
Education and Training:
• College or University degree in Marketing, Business or a related field preferred.
• 3 years’ experience in Customer Service, Sales or related preferred
• Experience in an AS400 based computer system.
• Proficient in Excel and Word
• Excellent communication skills required, French an asset
• Mechanical inclination
Minimum Qualifications:
• 1-2 yrs. previous Customer Service experience preferred
• Previous experience with Microsoft Office and AS400 would be an asset.
• Ability to use MS office. Solid basic computer skill
• Excellent decision-making skills and ability to work independently
• Good communication skills
• Strong organizational skill and ability to manage multiple customers and shifting priorities
• Mechanically inclined
Physical Demands:
• Mostly desk job, must be able to sit for extended periods of times
• Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping
• While performing the duties of this job, the associate is regularly required to sit long hours, talk and hear conversation in person or over the phone
• Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance
• Ability to continuously operate a computer for extended periods of time, up to a full work shift
• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift
• Having good eye-hand-foot coordination
Environmental Conditions:
• Normal working environment, mostly within the office
• Many Phone conversations while working with customer or in person
• An enclosed environment with limited sunlight accessibility
Behavioral Traits:
• Ability to work independently and in a team environment
• Dependable and Reliable
• Attentions to detail and self-motivated
• Ability to simultaneously handle multiple tasks
• Ability to prioritize workload
• Ability to learn and suggest process improvement through problem solving
Hendrickson is an equal opportunity employer and encourages all qualified applicants to apply. Accommodations are available for all parts of the recruitment and selection process. If you require accommodation, you can call 330-456-7288 and ask for human resources. A recruitment team member will respond by the end of the next business day. Only those applicants selected for an interview will be contacted.
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