What are the responsibilities and job description for the Customer Service Rep position at Oilgear Brand?
Summary:
The customer service representative is responsible for providing effective customer satisfaction for all internal and external customers by establishing working relationships and using excellent, in-depth knowledge of company products and programs as well as communicating effectively with all team members.
Essential Responsibilities and Duties:
- Receives and responds to all customer inquiries. Analyzes requests and resolves customer concerns while maintaining the best possible service/solutions
- Answers incoming customer calls concerning order status, inventory availability, pricing, quotes, shipping, etc.
- Updates orders and posts changes in partial shipments, price differences, etc.
- Authorizes merchandise returns, credits, and prepares related paperwork
- Supports the needs of Production and Sales Managers
- Possesses very good knowledge of product line/brand, prices, delivery time, and promotions
- Communicates effectively with the staff member most relevant to ensuring the client’s satisfaction
- Receives and handles phone and e-mail requests for purchase orders, order changes, adjustments, etc.
- Partners with the credit department to resolve disputed credit items
- Provides timely feedback to the company regarding service failures or customer concerns
- Partners with the sales team to meet and exceed customer’s service expectations
- Resolves client complaints and solves problems in a timely manner
- Confers with production, shipping, warehouse or common carrier personnel to expedite or trace missing or delayed shipments.
- Uses the company database to retrieve pertinent information required by the customer
- Performs other related duties as assigned by supervision or management
Industrial Field Service (10%)
- Coordinate billing for industrial service jobs- work directly with Field Service Manager
- Provide billing documentation to Oilgear’s accounting department
- Update service logs
- Performs other related duties as assigned by supervision or management
Working Environment and Physical Demands:
- Work performed in a professional office environments.
- This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.
Qualifications:
Minimum:
1. High school diploma or GED
2. Two years of Customer Service experience
3. Computer proficiency (Microsoft Office, etc.)
4. Ability to multi-task in high stress situations
5. Strong telephone and email etiquette skills
6. Basic hydraulic knowledge (preferred)
7. Previous experience with Epicor ERP (preferred)
8. Ability to communicate effectively verbally and in writing with customers, coworkers, supervision, and management.
9. Must be able to meet physical demands, with or without accommodation.
