Customer Service Representative

ITW•Tualatin, OR

19d•$26 - $29•Onsite

About The Position

Position Summary: Develop and perform all aspects of parts order processing while maintaining the customer service function that is responsive to the needs of customers and Gaylord staff, which includes Engineering, Manufacturing, Sales, Purchasing and Finance. This position will report to the Director of Operations.

Requirements

Excellent communication skills – verbal, listening and written
Excellent interpersonal skills
Strong PC skills (MS Word, Excel, and Outlook)
Proven track record of internal/external customer service
Ability to multi-task and prioritize multiple daily deadlines
Organized (high level of attention to detail)
Sense of urgency
Problem solving and analytical skills
Frequently perform work in high pressure situations
Team Player
Education: Associates Degree in Business
Experience: Minimum two (2) years experience in office administration

Nice To Haves

Bachelor's degree in business
Knowledge or experience with ERP systems (SysPro)
Shipping and packaging experience
Experience in technical support
Experience in manufacturing environment

Responsibilities

Process parts and service orders. Includes quotes and order analysis, making shipping arrangements, preparing documentation, and invoicing.
Ensure that quotes are processed through the quoting process in a timely manner.
Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by the customer.
Package and ship all parts orders.
Collection of delinquent customer accounts
Process new customer accounts through credit review.
Maintain all warranty service orders, including documentation, shipping new parts and processing returns.
Receive and check customer complaints.
Confers with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
Issue and process Return Merchandise Authorizations (RMA)
Maintain parts inventory, including purchasing replacement parts.
Compiles statistics and prepares various reports for management.
Provide phone coverage backup for Service Line when necessary.
Perform other tasks necessary for the business unit and service department.
Learn to provide technical support to customers via incoming phone calls on Gaylord product line
Maintains the digital parts catalog