Customer Service Representative

CSR duties include but not limited to require direct contact with a customer, dealer, sales consultant to answer questions regarding Eagle products, shipments, complaints or concerns. The CSR must have the ability to communicate in such a way that they are a positive reflection of the company.

• Receives inbound calls from customers
• Enters and processes customers’ orders using the direct order entry system
• Arranges shipping of orders through the shipping department and common carrier services
• Monitors order schedules to track order progress
• Contacts production control and shipping department to arrange order to be processing and shipping of orders
• Quotes prices to inquiring customers
• Quotes prices to inquiring customers
• Verifies inventory levels available via in-house computer system
• Issues credits and return authorizations
• Makes daily outbound calls to customers and dealers to solicit product sales
• Analyzes sales levels and suggests new sales strategies
• Resolves problems with freight damage and shortages
• Corresponds to other departments through the interoffice e‑mail system
• Collects and analyzes information from dealers regarding competitors
• Reviews reports such as discount reports, freight reports and net cost reports
• Reviews orders entered by Account Specialist I’s to ensure accuracy
• Assists Account Specialist I’s with questions
• Trains account specialist I’s
• Account Specialist/CSR III (includes all of AS/CSR II and the following)
• Be able to assist AS/CSR II or AS/CSR I when not sure what to do with a problem
• Keep our self and sales informed of what competitors are in your area and obtain competitors quarterly flyers and specials that are out there without being asked
• Stay in tune to the department at all times, if you see someone that is outside the policy please them know or see a manager
• Always volunteers to take on other duties when emergency arises
• Be fully able to train new personnel from start (computer system) to finish (DOE & special pricing)
• Will take charge when needed (if manager is out to lunch/ meeting)
• Be able to handle any and all problems independently
• Be able to understand and explain sales report
• Troubleshoot any type of problem
• Help out with special pricing when it expires
• Other duties as deemed necessary

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and write routine reports and correspondence
• Speak effectively before groups of employees in the organization
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and write routine reports and correspondence
• Speak effectively before groups of employees in the organization

• High school diploma or general degree (GED)
  OR
• One to three months related experience and/or training; or equivalent combination of education and experience

• Building and maintaining business relationships with clients to ensure customer loyalty
• Mentor; give direction to junior CSR’s
• Ensure deliver of excellent customer service; accuracy in processing orders
• Able to resolve customer inquiries/complaints

While performing the duties of this job, the employee is regularly required to sit, use hands handle or feel; and talk or hear. The employee frequently is required to reach with hand and arms, occasionally required to walk, stand. The employee must occasionally lift and/or move up to 10 pounds. Must be able to be on a phone constantly.