Customer Service Representative

Customer Service & Support Buford, Georgia


Position at Turnils North America LLC


The purpose of this job is to answer customer inquiries and input orders. This position may include any or all of the following, to be performed alone, or with assistance from other Customer Service Representatives.


Essential Duties and Responsibilities


Establish and maintain a professional working relationship with both internal and external customers

  • Efficient processing and resolution of customer inquiries (phone calls, faxes, and letters).             
  • Enter and process orders in 2 entry systems (ASW & EPIC).
  • Ensure timely follow-up on all open customer issues.
  • Contact sites to provide/gather information regarding customer orders.
  • Make decisions regarding credits, remakes and repairs within established guidelines.
  • Fulfill requirements of Product Specialist role, if applicable.


Cross –Train administrative and company related duties

  • Ability to fill in for others (cross-train) within the department.
  • Effectively assist in one-on-one training of other staff members.
  • Assist with administrative duties related to job functions.
  • Assist with annual inventory, if needed.
  • Maintain an excellent attendance/tardiness record.
  • Properly maintain company logs, equipment, files and other property assigned for use.             
  • Assist with filing.
  • Work on special projects.


Stay abreast of new product information and new product lines

  • Read, apply and file for reference any new materials or product information introduced.             
  • Attend regularly scheduled product knowledge training.
  • Teach other CSR’s about products under their product lines and Product Specialist.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

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

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands1

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

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. 

The employee must constantly lift or move up to 20 pounds.  When lifting or moving more than 20 pounds it is essential that properly trained warehouse employees be utilized. 

Position Type / Expected Hours of Work

This is a full-time positionDays and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m.  It is essential that the Sales Customer Service Representatives spend 85-95% of his/her time in a workstation performing their duties.

Required Education and Experience

  • GED or High School Diploma
  • Three or more years in a customer service role

Qualifications/ Skills2

  • Basic ability to read, write and understand English
  • Must have solid organization skills, attention to detail, and the ability to prioritize in a changing environment
  • Solid knowledge of ASW, or demonstrated ability to learn proprietary software systems
  • Basic understanding of Microsoft Office programs
  • Ability to collaborate and act decisively

Safety Requirements

Employee is responsible for compliance with all safety rules, regulations and policies. Employee responsibilities include, but are not limited to:

  • Complying with all safety rules and regulations
  • Reporting any unsafe practice and/or conditions to management
  • Wearing required personal protective equipment properly
  • Reporting all near misses, accidents, injuries or illnesses to management

EEO Statement

The Equal Employment Opportunity Policy of Turnils North America is to provide a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status or disability. Turnils hires and promotes individuals solely based on their qualifications for the job to be filled.

Turnils believes that associates should be provided with a working environment which enables each associate to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, religion, national origin, gender, sexual orientation, age, marital status or disability.

We expect and require the cooperation of all associates in maintaining a discrimination and harassment-free atmosphere.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.