Customer Service Rep I
Hendrickson

Job Info

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Position Purpose:

Process customer orders, track production and resolve customer discrepancies. Maintain appropriate records for assigned customers and for assigned responsibilities. Follow up to ensure customer satisfaction. Knowledge of products and pricing. Communicate in a thorough and timely fashion. Attend meetings and maintain records for accurate and organized work environment.

Essential Functions:

• Process customer phone, EDI and ASN sales transactions; assist customers in selecting appropriate product and provide accurate pricing.

• Notify customers concerning pricing, lead times, shipment status, and credits.

• Resolve customer complaints and provide technical/service support, drive product issue resolution through the appropriate channels.

• 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.

• Prepare literature and drawing requests for customers and sales staff.

• Assist in the development and upgrading of policies, procedures, and manuals.

• As backup, issue RMA for return of goods; warranty claim authorizations; defective good authorizations and customer comment forms; Maintain electronic documentation and process/distribute necessary paperwork as required.

• Recommend improvement processes and methods related to warranty activity and customer complaints so problem identification can be addressed in a timely manner.

• 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.

Education and Training

• High School Diploma or GED required.

• Associate degree preferred.

Minimum Qualifications

• Minimum of two years 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; knowledge of QAD a plus.

• Mechanical inclination: experience/ability to diagnose/troubleshoot mechanical/ technical products.

• Occasional travel.

• Ability to work overtime as needed.

Physical Demands

• Must be able to remain in a stationary position constantly.

• Frequently need to move about inside office designated area.

• Occasional movement of hands, wrists, or fingers such as typing, filing and writing.

Environmental Conditions

• Constantly in office designated area.

Behavioral Traits

• Tactical, Feedback, and Cooperation

• Attention to Detail

• Development and Continual Learning

• Researching Information

• Teamwork

*This is not a comprehensive list of duties. Duties may change without notice in management's sole discretion. Hendrickson is an at-will employer, each employee is free to resign at any time, just as Hendrickson is free to terminate employment at any time without cause or notice.

Hendrickson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Additional Information

• Requisition ID: 2400009Z

This job has expired.