Customer Service Representative

Monday - Friday - Morning Shift

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Summary

Performs the day to day customer service functions, receives and enters sales order data into MRP System, assists Sales and Marketing, and assists Shipping and Receiving.

Essential Duties and Responsibilities

To include the following, other duties may be assigned:

Customer Service: Answers telephone calls and routes calls to the appropriate person or department; documents and data enters product sales orders, sample requests, complaints, and product returns from customers via phone, fax, email or other electronic means; distributes sales literature; and works with sales representatives to ensure customer's needs are being met.

Shipping and Receiving: Ensures all material leaving the building is packaged and shipped in an appropriate manner; considers the Inventory Control, Material Handling, and Customer specific needs;
Ensures all material entering the building is received properly and placed in the appropriate area. Documents and reports work performed, issues, resource needs, and supply needs to management.

Trade Show Coordinating: Coordinates, schedules, and facilitates the procurement of marketing booth space and required amenities, sales and marketing materials, and product samples for trade shows; assists in arranging travel plans such as plane tickets, hotel accommodations, and rental cars for Sales and Marketing.

Data Entry / Report Generation: Gathers and enters Sales Tracing data into databases and spreadsheets; assists other departments with data entry needs as required; generates, prints, and binds reports.

Quality Assurance: Assists the Quality Assurance department with inspection procedures, internal audits, and other administrative functions.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience: Associate's degree (A.

A.) or equivalent from a two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Language Ability: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reason Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Word word processing software;
Microsoft Excel spreadsheet software;
Customized Database inventory software;
Microsoft Explorer internet software;
Microsoft Publisher design software;
Customized Database order processing systems and Microsoft Outlook contact management systems.

Certificate and Licenses: No certifications needed.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Competency

To perform this job successfully, an individual should demonstrate the following competencies:

Attendance and Punctuality: Is consistently at work and on time; ensures work responsibilities are covered when absent, arrives at meeting and appointments on time and prepared.

Dependability: Follows instructions; responds to management direction; takes responsibilities for own actions; keeps commitments; completes tasks on time or notifies appropriate management.

Customer Service: Manages difficult or emotional customer situations;
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