Customer Service Representative

Job Title: Customer Service Representative

Department: Sales

Reports To: Customer Service Manager

FLSA Status: Non-Exempt

Physical Strength: Light (L)

Location: Birmingham AL

The Customer Service Representative (CSR) is responsible for establishing a working relationship with customers by communicating via telephone, email, or interacting personally with them. This position is responsible for processing quotes and orders received along with receiving, investigating and responding to all customer inquiries regarding quality, shipments, products and complaints. Inputs phone/fax orders and relative data into the appropriate computer applications.

The CSR will also have a set of customers who they will be the primary contact with. Participates in periodic meetings and product training. This position is based in out Birmingham AL location.

Includes the following: additional duties may be assigned as needed:

• Quote and process all orders.
• Answer all incoming calls and respond to emails.
• Manage and resolve customers questions and issues.
• Work with partner distributors to source stock.

• Fielding calls and emails direct from customers (both internal and external) using proper protocols and processing any quotes and orders they generate, in a timely and professional manner.
• Processing issues of varying complexity (from delivery inquiries through to error resolution).
• Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments in a timely manner for investigation.
• Escalates technical issues to the Technical or Applications Expert, when needed.
• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Process customer orders and changes according to established department policies and procedures.
• Processes customer returns according to established department policies and procedures.
• Works closely with the Credit Department to resolve disputed credit items.
• Partners with outside sales team to meet and exceed customer's service expectations.
• Calls customers when necessary to advise shipment delays and/or information necessary to process orders.
• Makes adjustments, or cancels orders/backorders.
• Initiates orders for replacements parts and/or for correcting errors (shortages, wrong item shipped, etc.).
• Initiates file maintenance for corrections to customers information in the system, determines changes for service requested.
• Contact partner distributors to source stock for items that are not currently on-hand.
• Obtains customer feedback information.
• Assists in maintaining and monitoring Electronic Data Interchange for established customers.
• Monitors production order schedules and expedites delivery per customer requests.
• Generates correspondence to secure additional customer information to resolve customer disputes and handles all disputes and concerns in a professional manner.
• Maintains punctual, regular and predictable attendance and ensures proper time keeping as required.
• Works collaboratively in a team environment with a spirit of cooperation.
• Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with customers and coworkers and including the ability to communicate effectively and remain calm and courteous under pressure.
• Respectfully takes direction and constructive feedback from supervisor.
• Gains proficiency in all internal and partner technical systems.

This position does not have supervisory responsibilities.

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or general education degree (GED);…