What are the responsibilities and job description for the Customer Service Representative position at Thomson Industries, Inc?
Job Description
Picture yourself at Thomson.
For more than 75 years, Thomson has been a leader in the mechanical motion technology industry, designing, manufacturing, and marketing products highlighted by globally trusted brand names and innovative technologies.
At the core of our success has always been smart, creative, and determined people, coming together from diverse backgrounds with tremendous experience and unique abilities. Today, this rings true more than ever for our 1,700 employees at facilities across North America, Europe, and Asia.
We offer a diverse and collaborative work environment that provides opportunities for our associates to succeed at work, at home, and within our communities. The Thomson culture is characterized by ambitious goal setting, continuous improvement, and opportunities for team and individual achievement. We are committed to your career growth by coaching, developing, and building the confidence of those that aspire to a higher level of professional challenge.
We invite you to explore the opportunity of advancing your career with Thomson. For more information about us, visit
Summary
The Customer Service Representative will perform a variety of duties, including order verification and order entry. This position will be an essential customer liaison, responsible for promoting and maintaining positive customer relations, responds to customer inquiries regarding order and repair status, as well as price and delivery inquiries. This is a perfect position for individuals that thrive on providing solid solutions to any issues that may arise.
Essential Duties and Responsibilities
- Act as a liaison between Facility and Customer by effectively communicating day-to-day issues impacting customers
- Receive incoming calls with the goal of immediate resolution or re-direct call to appropriate associate to support service standards of 95% accessibility and first call resolution
- Provide quotations on standard products utilizing tools or procedures
- Enter orders into ERP system with 24 hours of receipt of order with high accuracy levels
- Act as the customer advocate with internal teams
- Review and validate customer requests for credits/debits
- Promote/train distributors and customers in the use of self-service tools
- Issue RMA’s (Return Material Authorizations) interpret and quote repair policies and procedures. Follow-up and obtain approvals where needed.
- Work with Operations to expedite deliveries as required by customer
- Maintain customer records in accordance with Thomson policy to include orders, credits and other customer facing documents
- Promptly address customer issues or complaints with the assistance and or input of other internal associates
Expected Outcomes
- Prompt responses to customer inquiries
- High level of productivity according to standards
- Information in systems is accurate and up to date
- High level of perceived customer service and satisfaction
- Team members actively helping each other to achieve team objectives
Job Requirements:
Education and Experience Requirements
- High School Diploma/GED
- 2 years required experience
- Prior use of Microsoft Office Products (Excel, Word, Power Point & Outlook)
- Previous experience with an ERP system preferred
- Superior telephone etiquette
- Demonstrated ability to work independently and in a team environment
- Strong organizational skills
- Ability to deliver satisfactory solutions to the customer while operating within policies and procedures
- Ability to lead by example, setting high standards for effective communications both internally and externally
What We Do For You
- Medical, Dental, Vision and Prescription Coverage
- Generous Paid Time Off
- 401k Retirement Plan and Profit Sharing
- Short- and Long-Term Disability Insurance
- Life Insurance
- Paid Maternity / Paternity Leave
- Tuition Reimbursement
- Flexible Work Arrangements
EEO Statement: The company in which you have expressed employment interest is a subsidiary or affiliate of Altra Industrial Motion Corp. The subsidiary or affiliate is referred to as an ""Altra Company."" Altra Industrial Motion Corp. and all Altra Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. The ""EEO is the Law"" poster is available at: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. If you have a disability and need assistance accessing or using this website to apply for a position, you can request assistance by sending an email to