Customer Service Representative

Federal Signal Openings•University Park, IL

12d

About The Position

FS Depot has an immediate opening for a Customer Service Representative based at our University Park, Illinois facility. Key Activities & Responsibilities: Manage part sales order, return, credit and debit transactions. Manage domestic and international parts inquiry and order processing. Process direct-ship sales order transaction processing. Manage Dealer part availability and price inquiries. Troubleshoot and solve discrepant order transactions, process corrective transactions; escalate critical problems to Senior Customer Service Representatives. Review back orders and take ownership of follow-up and follow-through of customer communications. Expedite plant supplied parts shipping directly to Dealers/Customers. Manage dealer request for quotes. Handle direct channel or strategic customer service inquiries. Process machine record filing and machine short ship orders. Review Bill of Materials to identify the specific parts required to resolve the Dealer/Customer request. Ensures quality customer service and support for ESG Dealers and Customers. Ability to train Dealers on proper system usage, policy, and procedures. Ability to follow and adhere to the all-inclusive Part Service Representative job matrix document for parts order function details. Communicates information in a timely and respectful manner. Establishes, develops and maintains Dealer relationships. Communicates with all levels of the organization including warehouse, purchasing, engineering, service, sales, and marketing. Up to 10% travel may be required. Perform other duties, assignments and special projects that may be required from time to time. Minimum of 16 hours training annually.

Requirements

2+ years with sales order administration experience required.
Ability to demonstrate excellent customer handling skills required.
Excellent written and verbal phone skills required.
Excellent interpersonal skills required.
Working knowledge of Microsoft Office, Excel, Outlook, and Word required.
Must be able to climb stairs, climb on mobile equipment and lift moderately heavy items at times
High School diploma or GED

Nice To Haves

2+ years' experience in mobile equipment industry highly desirable.
2+ years' experience in customer service environment, preferred.
2+ years' experience high volume Call Center experience, preferred.
Experience with AS400 and JDE business systems is preferred.

Responsibilities

Manage part sales order, return, credit and debit transactions.
Manage domestic and international parts inquiry and order processing.
Process direct-ship sales order transaction processing.
Manage Dealer part availability and price inquiries.
Troubleshoot and solve discrepant order transactions, process corrective transactions; escalate critical problems to Senior Customer Service Representatives.
Review back orders and take ownership of follow-up and follow-through of customer communications.
Expedite plant supplied parts shipping directly to Dealers/Customers.
Manage dealer request for quotes.
Handle direct channel or strategic customer service inquiries.
Process machine record filing and machine short ship orders.
Review Bill of Materials to identify the specific parts required to resolve the Dealer/Customer request.
Ensures quality customer service and support for ESG Dealers and Customers.
Ability to train Dealers on proper system usage, policy, and procedures.
Ability to follow and adhere to the all-inclusive Part Service Representative job matrix document for parts order function details.
Communicates information in a timely and respectful manner.
Establishes, develops and maintains Dealer relationships.
Communicates with all levels of the organization including warehouse, purchasing, engineering, service, sales, and marketing.
Perform other duties, assignments and special projects that may be required from time to time.