Customer Service Representative

PRIMARY PURPOSE: Maintain effective customer relations through prompt and efficient service, exercising judgment necessary to process customer orders, work with customers on forecast accuracy, and schedule delivery.

Serves as l iaison between customers, sales reps, production and shipping personnel.

Overtime is occasionally required as is occasional flex of schedule.

ESSENTIAL DUTIES: Duties and responsibilities include the following.

Other duties may be assigned as business demands.

• Create detailed specs and print cards for parts according to ISO procedures
• Create or obtain quotes as needed
• Process and distribute orders received from customers via phone, fax, and email or company personnel .
• Make changes to or cancel orders/backorders and communicates changes to the team
• Inform customers of prices, shipping date, anticipated delays and any additional information needed by the customer
• Receive, investigate and respond to all customer inquiries regarding shipments, products and complaints by implementing ISO procedures
• Create purchase orders for necessary materials
• Compile statistics and prepare various reports for management
• Maintain customer files
• Assist with answering house phones as needed
• Other duties may be assigned to meet business needs

• Strong communication, planning and organization skills
• Capability to read and interpret documents such as design specs and related ISO documents
• Mathematical ability to calculate figures and amounts such as percentages, costs, proportions
• Exhibit excellent phone etiquette
• Ability to think strategically, problem solve with a customer first focus
• Proficiency with MS Office products and other computer software
• Ability to multi-task, work independently, and prioritize workload in fast paced environment