Customer Service Representative

Join the 125-year legacy of Potter Electric Signal Co. Potter has been a part of the St. Louis community since 1898 and we are very proud of our rich history in the fire and life safety industry. Potter's mission is to be the "Symbol of Protection" for fire and life safety solutions worldwide by combining the latest technology in fire protection with the dedicated manpower for which we have been known for over one hundred years. Our vision is to provide industry leading quality solutions, products and services for the protection of life, property and the environment. With unwavering dedication to our customers, Potter looks to continue as the industry standard in both product and service with increased focus on international expansion.

Each employee at Potter takes great pride in knowing that every product we assemble, service, and sell is for the purpose of saving lives around the world. We strive to provide employment opportunities to those individuals who are performance driven, team players, take pride in their work, and are enthusiastic and passionate about their job.

Potter Global Technologies and our private equity firm, KKR, value our employees and all that they do. KKR offers a unique benefit and opportunity for all employees to participate in an ownership program of Potter Global Technologies. Being a co-owner allows each employee to play a more direct role in the business itself and reap the financial benefits of the Companys success.

The Customer Service Representative is responsible for maintaining a superior level of service to Potters customers to ensure our long-standing reputation of commitment by performing the following duties:

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Verify and confirm orders and pricing to customers both domestic and international.
• Enter customer orders and prepare customs documentation for international orders.
• Maintain customer orders and related correspondence with the rapid response, courtesy, and accuracy that our customers have come to expect from Potter.
• Handle all customer calls, inquiries and requests including up-selling when appropriate.
• Customer correspondence including but not limited to follow-up calls, and courtesy calls.
• Handle request/inquiries from Regional Sales Managers and Sales Rep agencies, providing outside sales staff with updated product information.
• Handle other requests from management on a timely basis.
• Co-ordinate mailing list for region as required by marketing department.
• Process customer returns in a timely manner
• Other duties may be assigned

Required Skills/Abilities

• Ability to manage multiple territories and build strong customer relationships
• Must possess good oral and written communication skills
• Strong attention to detail
• Time Management Skills
• Must possess critical thinking & problem-solving skills
• Must be proficient with Microsoft Office (Word, Excel, Access, Outlook)
• Ability to communicate and work closely with other departments
• Ability to work independently and with a team
• Identifies and resolves problems in a timely manner
• Manages difficult or emotional customer situations; Responds promptly to customer needs
• Ability to support and explain reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Required Qualifications

• Associate Degree (A. A.) or equivalent from two-year College or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Work Environment/Physical Demands/Travel

This is a full-time position, on-site at the corporate office. A hybrid work format will be an option after training. The hours of work are Monday through Friday, 8:00 am to 5:00 pm, 40 hours per week. An occasional shift in hours may be necessary to accommodate business needs.

This job operates in a professional business office where standard office equipment is routinely used, such as computers, photocopy machines, fax machines, telephones and filing cabinets. This position is largely a sedentary role. This position spends a minimum of 90% of working hours talking on the telephone and at a computer. There is no travel required for this position.

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