Customer Service Representative

• Perform duties to expedite service center inquiries and orders.
• Receive service requests from service centers in writing, by phone or computer. Expedite order inquiries; check status of order, follow up back order, issue tracers on lost orders; establish order or stock disposition and notify customer or service center. Investigate defects, damages, incorrect shipments, lost orders, and the like. Make emergency calls, night calls and deliveries as required. Maintain driving record in accordance with Company policy.

JOB DUTIES

• Performs with integrity and a safety focus; participates in safety meetings, identifies and corrects hazards, and performs duties responsibly.
• Carries out policies, including the Code of Business Ethics, and procedures and works to the performance standards as defined for the location.
• Achieves and maintains a high level of service to service centers, customers, corporate departments and vendors, including timely, accurate responses to inquiries and providing exceptional service to satisfy needs.
• Uses formal and informal tools and techniques to achieve operational excellence and continuous improvement. Maintains a constant focus on Lean fundamentals and continuous learning to improve performance, quality and efficiency of work processes.
• Has sufficient knowledge of products and services and helps customers enthusiastically; communicates with customers in a clear, concise, timely and professional manner and follows up as necessary; is always professional and represents the organization positively.
• Manages assigned product lines, in cooperation with Corporate Departments, for maximum service level within established inventory guidelines.
• Performs computer receiving functions as required. Coordinates with Corporate Purchasing in processing vendor returns. Meets with vendors to become familiar with services and items offered.
• Reduces complexity; drives standardization in our data and processes; delivers on customer expectations; eliminates downtime.
• Responds to requests from service centers, corporate or other sources for most competitive prices; anticipates delivery dates and expedites orders as needed.
• Checks stock records and packing slips to ensure accuracy of inventory. Processes vendor debit memos and returns as required to correct vendor shipping errors.
• Performs other duties as assigned or directed.

EDUCATION & EXPERIENCE

• Equivalent to high school plus specialized training in customer service practices and office functions. 1-3 years business or customer service experience.