Customer Service – Customer Service Rep

Job Role/Summary:

Communicates with customer about product information, pricing, customer needs and requirements, shipping information, etc.

Job Responsibilities:

Essential & Secondary Functions:

Safety:

• Responsible to follow all safety procedures and practices.

Quality:

• Ensures and maintains the quality guidelines, procedures, and standards are consistently followed throughout the manufacturing operation.

Responsibility & Customer-Focused:

• Responds to customer inquiries concerning product information, pricing, etc.
• Enters customer orders online.
• Schedules customer shipments.
• Handles credits and debits on returned goods.
• Reviews customers’ requirements.
• Tracks customers’ shipments.
• Coordinates efforts with manufacturing and shipping to meet customers required in-house date.
• Communicates information received from customers to appropriate personnel.

Integrity:

• Supplies updated Master File and customer routing information and shipping requirements to Customer Service Manager.
• Research problems and satisfies customer complaints.

Other Functions:

• Required to follow any other instructions and to perform any other duties as requested by supervisor.

Competencies:

• Safety Awareness
• Quality Driven
• Respectful
• Honesty
• Customer Driven
• Family Oriented
• Responsible
• Innovative
• Responsible Corporate Citizen
• Team Player
• Positive Attitude
• Detail Oriented
• Effective Communication (written and verbal)
• Results Oriented
• Process Improvement
• Cooperation with Others
• Accurate Listening
• Problem Solving

Education, Experience, Training, Certifications and Licenses:

Degree or equivalent experience:

• Associate’s degree.

Years of experience:

• Minimum 2 years of relevant work experience if lacking college degree.

Training in:

• As required.

Licenses in:

• As required.

Certifications in:

• As required.

Other requirements:

• Must successfully pass any pre-screening test(s).

Knowledge, Skills, and Abilities:

Knowledge in:

• Knowledge of Customer Order Management System(s).
• Firm knowledge of Grote products.
• Knowledge of customer base and market.
• Understanding of competitors and competitive issues.
• Knowledge of Microsoft Office.

Skills in:

• Excellent written and oral communication
• Attention to detail
• Multi-tasking
• Organization

Demonstrated ability to:

• Ability to speak professionally to customers on the phone
• Ability to project a positive, concerned image to public
• Ability and willingness to receive continuous training
• Ability to handle high stress levels
• Ability to interact with all levels of employees
• Work at a highly motivated level with a sense of urgency and dedication to accomplishing tasks
• Ability to type on computer keyboard for extended periods of time
• Adapt to frequent changes in work environment & prioritization.
• Work with general or minimal supervision
• Leverage existing and potential training

Experience with:

• Conflict resolution
• In-depth problem identification, analysis and resolution
• Prioritizing and executing multiple projects

Other:

• Must be proficient in use of a personal computer, laptops, tablets, smartphone, printer, calculator, copier, and fax machine.
• Must be proficient with Microsoft Office applications and data entry.
• Extensive Excel experience and MS Project is a plus

Travel:

• Less than 10%

Work Environment:

• Manufacturing and/or professional environment.
• Environment can be hot or cold depending on outside temperatures.
• Requires flexibility to schedule and work hours.

Physical and Mental Requirements:

Physical:

• Climbing Stairs: Ascending or descending stairs to gain access to a building or to move from one floor to another.
• Light Carrying: Physically transporting general office items/materials from one location to another.
• Fingering: Typing for extending periods of time, or otherwise working primarily with fingers rather than with the whole hand or arm.
• Sitting: Particularly for sustained periods of time
• Visual Requirement: Able to see and read PC screens; detect color coding, read fine print, and/or normal type size print.
• Bending and Stooping: Bending body downward and forward by bending spine at the waist.

Mental:

• Ability to understand, remember, and apply oral and/or written instructions or other information
• Ability to organize thoughts and ideas into understandable terminology.
• Ability to compose letters, outlines, memoranda, and basic reports and/or to orally communicate technical information.
• Ability to communicate with individuals utilizing a telephone; requires ability to hear and speak effectively on phone.
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately.

Grote Industries will provide reasonable accommodations, if needed, to qualified individuals with disabilities to assist employees in performing the essential functions of their jobs, unless such an accommodation would create an undue hardship on Grote Industries.

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