Customer Service Representative

Purpose: To provide customers and sales force with exceptional service.

Responsibilities:

• Establishes rapport & maintains positive relationships with customers.
• Performs computer data entry of orders and subsequent creation and delivery of order acknowledgement(s)
• Creates RMA requests submitted by the customer.
• Administers change orders per customer requests and communicate with customers regarding order status and delivery schedules.
• Responsible for forwarding/relaying the monthly forecasts received to the data analyst.
• Works with the data analyst for any pricing inaccuracies and updates.
• Works with the Business Operations manager to create strategic relationship with ICM Controls by implementing point of contact process, sending weekly delivery reports, and informing customers with their new pricing.
• Communicates with production schedulers regarding progress of customer orders through Weekly SIOP.
• Coordinates and communicates with the shipping department to ensure orders are correctly shipped to include expedited orders and customer specific requests.
• Calculates daily and cumulative bookings; report these management.
• Communicates, supports, and regularly works with inside sales manager and External manufacturing Sales Representative(s)
• Relays to the customers the best possible solution to their inquiries for pricing, availability, RMAs, order status and change/cancellations requests in alignment with ICMs Terms & Conditions and policies.
• Coordinates new orders with customer specific release systems as applicable.
• Periodic follow up with customers especially when blanket release is ending.
• Maintains active understanding of product knowledge
• Other duties assigned by Manager

HIRING REQUISITES:
Education: High School diploma, Associates degree in business preferred.

Experience: Three to five years of experience in the customer service field required.

Skills: English literacy to read, interpret & communicate with other associates and customers. Effectively works with automated information systems and computers to include Microsoft Word, Microsoft Excel, Epicor, or other Enterprise Resource Software. Intermediate math skills.

Essential Competencies:

Attention to Detail: Receiving information verbally or in writing; identify inconsistencies in order information and correcting such.

Multi-tasking: In a continuous flow of deadlines environment, ability to work between projects while progressing each forward to timely completion.

Adaptability/Flexibility: Maintains composure and ably responds to changing priorities or schedules, employee resources availability, unexpected/unanticipated work interruptions as may occur, adaptations and/or changes imposed at request of other parts of the organization; employs sound judgment and sense of urgency; positively receives and applies corrective counseling and/or training requiring change in work processes and approach.

Communications: Superior written, aural & verbal skills; ability to effectively communicate with customers and employees via telephone, email, and in-person.

Collaboration: Personal conduct contributes to a harmonious and productive workplace; committed to the success of others.

Problem Analysis/Problem Solving: Ability to solve problems practically

Self-Direction: Self-starter with minimal supervision; positive approach, self-motivated, creative with ability to work on own initiative.

Service Orientation: Ability to create strong relationships and build credibility with both internal and external customers.

Safety Awareness: Recognizes and takes timely action to remove and/or avoid creation of hazards.

Essential Physical/Mental/Sensory Demands:

• Physical: stand, walk, some opportunities for alternate sit/stand though majority of work is performed from the sitting position; lift or move up to 10 lbs.
• Visual: (high demand) - reading documents; observing; recognize and interact with computer displays; strong spatial relations.
• Auditory: (high demand) – interacting with employees and customers in person and via phone; company alarms and announcements.
• Environmental: (moderate to high demand) – exposure to dust and fibers, noise, chemical fumes mitigated by PPE, ventilation, and vacuum systems; exposure to high voltage equipment.

CRITICAL SUCCESS FACTORS:

• Average customer satisfaction rating higher than 8 based on customer satisfaction surveys submitted to select customers annually.
• Order entry error rate less than 3% based on data collected by accounting.

KEY RELATIONSHIPS:

Reports to: Sr. Business Operations Manager

Internal: Production Schedulers, Customer Service and Sales Team, Accounting

Name: _____________________________________ Date: _____________

Job Type: Full-time

Pay: $17.00 - $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Night shift
• Self-determined schedule

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Syracuse, NY 13212: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

Salary : $17 - $21