Customer Service Representative

Gordon Aluminum Industries INC•Schofield, WI

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About The Position

Under the direction of the Customer Service Manager, the Customer Service Representative provides the best possible customer satisfaction to the organization’s customers by addressing the resolving customer inquiries and problems, processing orders, preparing service orders, tracking bids, and resolving billing issues, in accordance with company policies and procedures. The Customer Service Representative will act in a manner that is consistent with Gordon Aluminum’s Customer 1st Philosophy.

Requirements

Requires a high school diploma and one to three years of related work experience; or a combination of education and experience.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
Ability to read and interpret documents such as open orders, service logs, and procedure manuals. Ability to prepare reports and correspondence. Ability to communicate effectively with customer and other employees of the organization.
Ability to apply common sense and understanding to carry out detailed written and oral instructions. Must have the ability to troubleshoot: determine causes of operating errors and deciding what to do about it.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds, usually waist high, up to 50 feet away. Specific vision abilities required by this job include close vision and the ability to adjust focus

Responsibilities

Answer incoming customer telephone calls. Establish and maintain positive working relationships with customers by ensuring the best possible customer satisfaction by providing expertise in the analysis of systems problems and logging service calls and orders.
Provide accurate and timely information regarding the status of open orders to customers and technicians. Coordinate the dispatching of technicians to customer facilities. Reconcile time sheets to dispatch log.
Prepare all assigned reports and correspondence accurately and on time, to include service log, open work orders, maintain agreements, warranty work, billings, etc.
Address and resolve customer inquiries, problems and complaints regarding products, services, billings, applications, etc.
Address and resolve complaints and make recommendations regarding the return of equipment and the issuing of credits to customers to maintain customer goodwill.
Create and maintain customer files.
Enter all required information into the computerized systems to create and maintain the customer database, ensuring accuracy and timeliness. Prepare documents, letters, correspondence, etc. as needed.
Provide inside support to the outside sales representative as needed.
Complete special projects as assigned.
Complete and maintain all required paperwork, records, documents, etc.
Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.
Takes the initiative, promptly seeking his or her next task requiring minimal supervision.
Generates new team activities to remove waste and prevent problems.
Acts in a manner that demonstrates being part of the solution, not the problem.
Demonstrates continuous improvement to reach goals and raise the bar.
Ensures proper maintenance of equipment and building and establishes plant housekeeping standards.
Prioritize and schedules workload.
Performing all work related tasks in a manner that is in compliance with all Federal, State, and local standards and regulations.
Adhering to Company policies, procedures, and directives regarding safety and standards of workplace behavior, in completing job duties and assignments