CUSTOMER SERVICE REPRESENTATIVE (INSIDE SALES)

POSITION DETAILS:

WORK HOURS Dec - Feb:  Mon-Fri, 8AM - 5PM

WORK HOURS Mar - Nov:  Mon-Fri, 4AM - 1PM

(**These hours will be supporting our European Customer Service Department.**)

Bilingual German a plus, but not required.

Responsible for overall customer satisfaction.

Responsible for set up of new customers, and responding to customer’s inquiries or complaints regarding company’s products or services.

DIMENSIONS:

This is a non-exempt position.  Receives work direction from the Director of Customer Service. 

The Customer Service Rep. works with limited supervision and interacts professionally and effectively with various departments, Regional Sales Manager’s, Manufacturer’s Representatives, distributors and customers.

The Customer Service Rep. is responsible for determining the best method to resolve inquiries or complaints to ensure customer satisfaction while adhering to company policy.

PRIMARY RESPONSIBILITIES AND DUTIES:

On a daily basis the CSR provides total customer support with regard to processing orders, revising, expediting and confirming orders and sample/literature requests.

The CSR cross sells by answering product and service questions; suggesting information about other APP products and providing cross reference to competing products.  Answers questions after sale about use and/or assembly of product.

Answers routine questions regarding organization’s policies, products, services, pricing, lead time, status sample requests, consignment programs, evaluation of new customer set-up requests, resolving supply issues.

Processes purchases orders by verifying incoming orders, resolving pricing discrepancies, entering orders, scheduling orders based on availability/customer credit hold, and sending acknowledgments.

Responds daily to customer inquiries in a timely fashion to ensure satisfaction with the company, products and services and determines the best method to resolve any problems.   Maintains adherence to company policies.

Processes customer complaints and Return Material Authorization’s.  Receives initial request and documents product, price, order or supply issues by clarifying customer complaints. Follows up to ensure there has been a resolution to the customer complaint and processes applicable credits.

Opens customer accounts by compiling and recording account information in the ERP system.  Maintains customer records by updating account information.

Processes quotes of APP products for existing and potentially new customers.  The CSR coordinates the quoting process by compiling cost and list price information into the ERP system.

Ensuring that contractual, terms and conditions of business with distributors and customers are adhered to and that pricing contracts are updated as required.

Responsible for processing international documentation/ export compliance as needed. 

Manages stock rotation policy and ensures that distributors adhere to established policies.

OTHER DUTIES AND RESPONSIBILITIES:

Provides support to the web-based products and services through emails and telephone support.

Provides back up to other CSR’s and/or department members.

Participate as a member of a cross-functional team and/or project team as required.

Perform other related duties as required.

KNOWLEDGE, SKILLS AND ABILITIES:

Ability to provide customer support with regard to processing, revising, expediting and confirming orders and sample/literature requests with a high degree of accuracy.

Ability to interact effectively with internal, external customers and all levels of management.  Requires attention to detail and excellent communication, organizational and time management skills, ensuring timely response and follow-through of customer inquiries.

High School Diploma / GED required.  AS or equivalent with one to three years of experience in Customer Service/Inside Sales preferably with some technical background in a manufacturing environment.  Excellent interpersonal, phone and organizational skills required and experience in Microsoft Office and ERP desired.

APPLY ONLINE TODAY!!