Customer Service Representative

Hendrickson•McKinney, TX

15d•Onsite

About The Position

The Customer Service Representative will process customer orders, track production, and resolve customer discrepancies. This role involves maintaining appropriate records for assigned customers and responsibilities, following up to ensure customer satisfaction, and possessing knowledge of products and pricing. Effective and timely communication is essential, as is attending meetings and maintaining records for an accurate and organized work environment.

Requirements

Minimum of associate degree, preferably in a business- or engineering-related field or equivalent of two years relevant experience in related industry/manufacturing.
Typing - Min 40 WPM with 97% accuracy.
Minimum of two years of previous experience in customer service or sales.
Excellent interpersonal, communication, and organization skills required.
Requires multi-tasking; self-motivated, proactive, and oriented to make improvements in systems and procedures.
Proficiency in Microsoft Office a must.
Mechanical inclination: experience/ability to diagnose/troubleshoot mechanical/ technical products.
Ability to work independently.
Ability to communicate effectively, verbally and in writing.

Nice To Haves

Knowledge of QAD a plus.

Responsibilities

Process customer orders as communicated by fax, email, EDI and ASN sales transactions; assist customers in selecting appropriate products and provide accurate pricing.
Notify customers concerning pricing, lead times, shipment status, and credits.
Act as liaison between manufacturing, the sales force, and other internal departments providing each with critical market/customer information and maintain good relations relating to customer service.
Track order progress in production and check on special requirements.
Pull literature and drawing requests for customers and sales staff.
Assist in the development and upgrading of policies, procedures, and manuals and work instructions.
Create new assembly part numbers using WCON.
As backup, issue RGA (Return Goods Authorization) for return of goods; warranty claim authorizations; defective good authorizations and customer comment forms; Maintain electronic documentation and process/distribute necessary paperwork as required.
Direct incoming calls to the appropriate employee as necessary, provide general information, and answer questions; deliver messages in a timely manner; ensure visitors are signed-in and properly directed.
Other duties as assigned.
Maintain regular attendance.