Customer Service Representative

LSI Industries, Inc.•Blue Ash, OH

13d•Onsite

About The Position

LSI is seeking a Customer Service Representative to support their team at their corporate location in Cincinnati, Ohio. This is a full-time position. The Customer Service Representative processes purchase orders received via fax and e-mail by accurately entering sales orders into the computer system. They will assist customers and sales representatives via phone or e-mail with order status inquiries, product selection, replacement parts, and basic troubleshooting. Remote work is not available to improve communication, collaboration, and teamwork.

Requirements

Accurately enter sales orders into computer system.
Assist customers and sales representatives via phone or e-mail with order status inquiries, product selection, replacement parts, and basic troubleshooting.
Process purchase orders received via fax and e-mail.
Provide professional, timely, and accurate phone and e-mail response.
Resolve order discrepancies.
Process requests for expedites.
Monitor assigned shipping dates.
Provide shipping information and proof of delivery.
Assist in delivery process.
Communicate with and assist Drop-Ship Coordinator.
Coordinate order cancellations.
Coordinate export shipping procedures.
Monitor and coordinate multi-plant orders.
Document all order related transactions in the system.
Provide pricing and product availability information.
Coordinate requests for new customer accounts.
Relay sales agency issues.
Investigate customer account debits.
Process sales agency sample orders.
Coordinate Return Goods Authorization (RGA).
Enter replacement and missing part orders.
Enter miscellaneous charges.
Enter credit/rebill and commission adjustments.
Electronic and paper file management.
Attend product training.
Document and report continuous process improvement ideas.

Nice To Haves

Experience with EDI
Experience with 511, 711, and 911 product loading
Experience with export shipping procedures
Experience with drop-shipments and buyout orders
Experience with credit department coordination
Experience with accounting and collections
Experience with Return Goods Authorization (RGA)

Responsibilities

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 as required.
Communicate with and assist the Drop-Ship Coordinator on all drop-shipments and buyout orders.
Coordinate order cancellations with manufacturing to determine the status of order production, apply required restocking fees, and process cancellations as required.
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, including 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.