Customer Service Representative

LSI Industries, Inc.•Blue Ash, OH

4d•Onsite

About The Position

LSI Industries (NASDAQ: LYTS) is a leader in creating advanced lighting, graphics, and display solutions for strategic vertical markets. Based in Cincinnati, the company produces American-made products including lighting, print graphics, digital graphics, and custom displays to help businesses succeed. With approximately 2,000 employees across 20 North American facilities, LSI is dedicated to profitable growth and providing top-quality solutions. This role is for a Customer Service Representative at their corporate location in Cincinnati, Ohio.

Requirements

Accurate data entry skills.
Ability to assist customers and sales representatives via phone or e-mail.
Proficiency in order status inquiries, product selection, replacement parts, and basic troubleshooting.
Experience with processing purchase orders via fax, e-mail, EDI, or mail.
Ability to provide written confirmation of order receipt.
Skill in entering, reviewing, and editing orders accurately and timely.
Capability to monitor and follow up on unclear order information and special product requests.
Experience obtaining credit card purchase information and coordinating processing.
Ability to provide written Order Acknowledgment.
Skill in processing written order change requests and coordinating with manufacturing and shipping.
Ability to provide professional, timely, and accurate phone and e-mail responses.
Skill in resolving order discrepancies through communication.
Experience processing requests for expedites and communicating results.
Ability to monitor assigned shipping dates to comply with published lead times.
Skill in providing shipping information and proof of delivery.
Ability to assist in the delivery process and resolve problems with carriers, sales agencies, and customers.
Experience communicating with Drop-Ship Coordinators.
Ability to coordinate order cancellations with manufacturing.
Skill in coordinating export shipping procedures.
Ability to monitor and coordinate multi-plant orders.
Proficiency in documenting order-related transactions in the system.
Ability to provide pricing and product availability information.
Skill in coordinating new customer account requests.
Ability to relay sales agency issues for resolution.
Experience investigating customer account debits and assisting with collections.
Skill in processing sales agency sample orders.
Ability to coordinate Return Goods Authorization (RGA).
Skill in entering replacement and missing part orders.
Ability to enter miscellaneous charges.
Experience entering credit/rebill and commission adjustments.
Proficiency in electronic and paper file management.
Willingness to attend product training.
Ability to document and report continuous process improvement ideas.

Responsibilities

Process purchase orders received via fax and e-mail by accurately entering sales orders into the computer system.
Assist customers and sales representatives via phone or e-mail with order status inquiries, product selection, replacement parts, and basic troubleshooting.
Receive and route written purchase orders via fax, e-mail, EDI, or mail.
Provide written confirmation of order receipt upon request.
Enter, review, and edit orders timely, completely, and accurately.
Enter, monitor, and follow up on unclear order information, special product requests, and products requiring item loading, revising orders as details are clarified and completed.
Obtain credit card purchase information and coordinate the processing with CSR contacts.
Provide written Order Acknowledgment.
Receive and process written order change requests, coordinating details with manufacturing and shipping, and send out revised Order Acknowledgment.
Provide professional, timely, and accurate phone and e-mail response to customer, agency, and internal departmental requests.
Resolve order discrepancies through communication with sales agency and/or customer.
Process requests for expedites, monitor response, and communicate results to sales agency and/or customer.
Monitor assigned shipping dates to comply with published lead times.
Provide shipping information and proof of delivery upon request.
Assist in the delivery process, communicating with carriers, sales agencies, and customers to resolve problems.
Communicate with and assist the Drop-Ship Coordinator on all drop-shipments and buyout orders.
Coordinate order cancellations with manufacturing to determine production status, apply restocking fees, and process cancellations.
Coordinate export shipping procedures, including brokerage issues, invoices, and special freight handling.
Monitor and coordinate multi-plant orders.
Document all order-related transactions in the system according to procedures.
Provide pricing and product availability information.
Coordinate requests for new customer accounts with designated C.S. contacts and the credit department.
Relay sales agency issues for resolution, such as commissions, specification registration, territory splits, and concessions.
Investigate customer account debits and assist accounting with collections.
Process sales agency sample orders.
Coordinate Return Goods Authorization (RGA) with RMA Coordinators.
Enter replacement and missing part orders, or relay them to Field Service.
Enter miscellaneous charges such as freight, re-consignment, palletize, etc.
Enter credit/rebill and commission adjustments for incorrect pricing due to LSI, rep, or customer error.
Manage electronic and paper files.
Attend product training as available.
Document and report continuous process improvement ideas.
Perform other duties as assigned.