Customer Service Representative

Customer Service Richmond, Kentucky


Description

To establish a rapport with internal and external customers and maintain good customer relationships/communications for all parties, while building confidence in the product, trouble-shoot potential problems and rectify existing ones; relating to each customer that we service what we sell and solicit their opinions and suggestions.

PRINCIPAL ACCOUNTABILITIES

  • Talk with customers, National, Regional and manufacturer’s representatives by phone concerning orders, quotes, returns, shipments and products. Receive and enter phone, fax and e-mail orders.
  • Call customers when necessary to advise shipments delay and/or information necessary to process orders. Initiate tracers with shipping carriers.
  • Initiate orders for replacements parts and/or for correcting errors (shortages, wrong item shipped, etc.)
  • Ensure that all customers receive confirmation of orders received.
  • Create, Input and update Customer Master, this includes all shipping notes and carrier information.
  • Initiate file maintenance for corrections to computer’s customer file.
  • Handle irate customers in a professional manner. Obtain customer feedback information.
  • Monitor customers on EDI Ordering site.
  • Enter and maintain new material requests for each customer in SAP.
  • Arrange shipments and coordinate truck/expedite deliveries with each plant’s shipping department.
  • Solicit sale of new or additional services.
  • May be called upon to assist with tours and sales presentations for current and potential customer visiting the facility.
  • Will be required to perform other duties as requested, directed or assigned.
KNOWLEDGE, SKILLS & ABILITIES
  • Knowledge of modern business communication systems
  • Ability to establish priorities, work independently, and proceed with objectives without supervision
  • Ability to handle and resolve recurring problems
  • Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals.
  • Ability to calculate figures and amounts.
  • Ability to interpret technical instructions in diagram form.
  • Excellent communication skills, both written and verbal
  • Computer skills (Microsoft Office, SAP, etc.)Education, Credentials & Experience:
  • Requires High School Diploma. Bachelor’s degree preferred.
  • Up to 3 years’ experience in the field or related area.
  • As established by supervisor, willing to work overtime, holidays, and weekends as requested.