Temporary Customer Service Representative

Kirkhill Inc.•Brea, CA

32d

About The Position

Customer Service Representative (CSR) will ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquiries. CSR will build and maintain business relationship with customers by providing prompt and accurate service so as to promote customer loyalty. Customer Service Representatives play a critical role in providing an interface between customer and company, and should handle themselves in a friendly and professional manner.

Requirements

Knows and understands the needs of internal and external customers.
Results oriented and works hard to consistently provide exceptional service.
Excellent verbal and written communication skills in English.
Ability to communicate professionally via written and verbal with customer to understand needs and concerns.
Ability to handle and prioritize multiple issues simultaneously.
Use prior experience and knowledge of company policies and procedures to resolve non-standard problems.
High level of motivation and sense of urgency; prioritizes and follows up accordingly.
Ability to meet critical deadlines and work in fast paced environment.
Intermediate proficiency in Excel a must. Use MS Word and PowerPoint.
Customer Focus - Knows and understands the needs of internal and external customers. Is results oriented and works hard to consistently provide exceptional service.
Ethics and Values - Adheres to an effective set of core values and beliefs and acts in accordance. Rewards the right values and disapproves of others.
Problem Solving - Looks beyond the obvious to find effective solutions.
Integrity and Trust - Widely trusted and seen as direct and truthful.
Functional/Technical Skills - Possesses the skills to be effective in the job. Has the skills to perform the job at a high level of accomplishment.
Listening - Practices active and attentive listening, able to hear others.
Action-oriented - Full of energy, willing to take action.
Composure - Cool under pressure, not knocked off balance by the unexpected, is a settling influence.
Values Diversity - Supports fair and equal treatment for all.
High School Degree or equivalent.
Minimum 1 year of successful customer service work experience in a manufacturing environment or similar.

Responsibilities

Review and interpret customer contract purchase order paperwork for accuracy and communicate exceptions to customer with professional negotiation and communication techniques.
Interface with customers, understand and solve account related issues on a regular basis through phone calls, emails, customer portals and face to face meetings.
Administer and execute orders, schedules and related purchase contract pricing and issues.
Ensure adherence to contract terms for entire order cycle process.
Review customer purchase order contract packages for accuracy and compliance to company terms and conditions.
Manage and coordinate the resolution to all customer order complaints and/or non-compliant purchase order issues.
Raise questionable terms and conditions for resolution to management.
Monitor and report progress on specific activities, as required by management and/or purchase order requirements.
Process orders, and purchase order changes on assigned accounts, which includes price verification, part numbers, lead times, and entry of orders into ERP system.
Manage the purchase order/job change portion of customer portals.
Research and respond to order delays.
Discernment of export documentation and/or other required export licenses/agreements and administering of same in support of export laws and purchase order/program requirements.
Ensure all requests for quotes are completed on time and in accordance with company pricing guidelines and policies.
Works with other functional groups within the company to ensure delivery of accurate pricing and manufacturing lead time estimates.
Receive, research and process customer return requests.
Develop solutions for customer independently.
Assist customer with resolving issues related to product availability and delivery.
Gain/establish a working knowledge of company functions, product and manufacturing processes for Kirkhill.
Other duties as assigned.