Customer Service Representative

Hendrickson • Mount Vernon, MO

25d • Onsite

About The Position

This role involves supporting direct and indirect customers with suspension and parts solutions. Key responsibilities include identifying appropriate products, providing pricing and availability, processing orders, managing RMAs, and creating credit/debit memos. The representative will act as a customer advocate and internal problem solver, supporting outside sales teams to achieve company sales and growth targets.

Requirements

• Experience with data entry including software knowledge and experience using basic tools such as email, spreadsheets, and word processing programs
• Able to prioritize multiple demands and work uninterrupted with high degree of accuracy and follow through
• Able to analyze and determine customer needs and enlist help from other departments to determine best course of action
• Able to communicate effectively through verbal and written means
• Ability to resolve and manage customer conflict while maintaining professional demeanor and utilizing customer care techniques
• Strong organizational skills required
• Strong multitasking skills with a proactive, self‑driven approach and a commitment to enhancing processes and procedures.
• High School Diploma or GED required
• Proficiency in Microsoft Office required
• Minimum of 40 WPM with 97% accuracy

Nice To Haves

• Mechanical aptitude a plus
• Associates’ or Bachelor’s Degree in business, customer service or related area preferred, and/or equivalent work experience
• 2+ years’ experience within a team setting and/or customer service environment preferred
• MRP experience preferred

Responsibilities

• Provide product quotes as needed in conjunction with outside sales and product availability to customers.
• Receive and enter customer orders (internal and external) into computer system. Request and obtain delivery commitment from Scheduling and confirm order delivery with customer. Resolve any discrepancy between customer requested ship date and production’s available to ship date.
• Provide direct and indirect customers with service part #s, availability and/or Aftermarket Supplier partners as needed.
• Evaluate and issue Return Material Authorizations per company policy. Issue other miscellaneous customer credits and debits in conjunction with outside sales as required to effectively serve customers in accordance with company policy.
• Maintain customers’ hard copy files including customer purchase order, customer acknowledgements, pertinent correspondence, invoices, shipping paperwork, RMA documents, credit/debit memos, etc.
• Support outside sales teams as needed with order status, customer account status, etc.
• Follow customer issues from start to resolution, including communicating to customer as appropriate.
• Maintain positive relationships with internal departments and colleagues.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED