Customer Service Representative

NEFF Automation•Mequon, WI

17d•Onsite

About The Position

The primary purpose of the Customer Service Representative is to provide comprehensive customer service to internal and external customers, including the anticipation of customer needs, through collaborative relationships with all members of Neff, the customer, and vendors to ensure that the highest degree of quality service is maintained at all times.

Requirements

High School Diploma or equivalent required.
Ability to read, analyze, and interpret technical procedures and product information in English.
Ability to write reports and business correspondence.
Ability to effectively present information and respond to questions from customers, vendors, and coworkers or managers.
Ability to calculate prices and discounts, review credits, verify stock and quantity of orders.
Define problems, collect data, establish facts, and draw valid conclusions.
Mechanical aptitude regarding parts, their use, application and limitations in order to make recommendations to customer.
Computer literacy: software navigation, email, word processing, spreadsheet development.
Strong customer focus.
Regularly required to sit.
Requires the use of hands and fingers to type, handle controls as well as the ability to reach with hands and arms.
Ability to hear and to speak.
Occasionally required to stand, walk, bend and stoop.
May occasionally lift items 25 pounds or less.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

Nice To Haves

Prefer 2–3 years of relevant experience with some technical repair or sales experience.

Responsibilities

Receives incoming calls from customers and assists customer in defining their product need, resolving customer issues, placing new orders, and/or providing quotes for future orders.
Utilizes established software program to verify or create customer account, maintain documentation of past orders, quotes, pricing and discounts with high degree of accuracy.
Quotes price, availability and delivery options to customer with follow-up documentation sent to customer and maintains quote pending file with high degree of accuracy.
Receives customer confirmation of quote and initiates purchase order.
Maintains knowledge of product specifications and use, informs customer and anticipates needs associated with parts.
Sources products within Neff Group and locates potential vendors for direct purchase of parts.
Contacts other party as appropriate to answer customer questions, provide customer support.
Refers customer to appropriate party as needed or necessary.
Considers alternate methods for satisfying customer orders as needed: conversion of in-stock parts, ordering from outside distributors, etc.
Advises customer of most cost-effective method.
Tracks and resolves customer complaints regarding incorrect or delayed shipments.
Investigates errors and follows up to reduce future errors.
Maintains professional, courteous demeanor and interaction with internal and external customers, develops rapport and anticipates needs.
Performs other duties as requested and assigned.