Customer Service Representative

Position Description

Customer Service Representative

A KNIPEX Tools LP (KTLP) Customer Service Representative is an integral member of the KTLP sales team. A KTLP Customer Service Representative provides world‑class service to all external and internal customers.

The Customer Service Representative’s role encompasses the complete post‑sales support cycle, including the completion of information gathering, order entry, and expediting. Customer Service Representatives should be reliable, responsive, reassuring, empathetic and accurate when handling all inquiries/requests be it from outside or from within the company.

• Provides both external and internal customers with a positive experience during all interactions.
• Complies with all company and departmental procedures.
• Enters and confirms the accuracy of orders and tracking delivery dates; updates customers and sales regarding issues.
• Answers all customer inquiries including products, pricing, and availability.
• Anticipates and solves issues before they arise.
• Researches orders and resolves issues related to products and services.
• Develops an excellent working knowledge of procedural and system-related inventory control requirements, including the proper allocation and distribution of products and services.
• Improves and maintains overall customer service functions. This encompasses all order processing requirements including credits, returns, and distribution.
• Develops an excellent working knowledge of our quality system and the associated procedures.
• Provides support to our sales staff and shares the common goal of creating and maintaining customer relationships.
• Works closely with all staff, including warehouse personnel, to ensure proper communication.
• Listens actively and responds to customer demands and complaints as "problem solvers", taking full responsibility and providing positive solutions.
• Demonstrates persistence, overcomes obstacles, and strives to improve skills while achieving goals with enthusiasm and positive energy.
• Follows through with promises and inquiries in a timely fashion.
• Uses good judgment and makes decisions when necessary.
• Seeks guidance to answer any questions when unsure of the correct answer.
• Forwards all customer e‑mail addresses to the marketing department and asks every customer if we can send them our product information sheet/e‑mail.
• Other responsibilities as assigned.

• High school diploma or equivalent, some college preferred; or equivalent in years of experience.
• Minimum of 3 years customer service/order entry experience.
• Hands‑on operational experience using SAP or comparable ERP system is a strong plus.
• Proficient in Microsoft Office products.
• Experience in an industrial manufacturing or distribution environment is a strong plus.
• Experience with inventory a plus.

• Excellent written and verbal communication skills.
• Detail oriented with strong decision making and problem solving skills.
• Demonstrated ability to handle a variety of assignments simultaneously.
• Ability to work under deadline pressure.
• Excellent follow up.
• Ability and confidence to communicate at all levels, internally and externally in a professional manner by phone, email and face to face contact.
• Conflict resolution and negotiation skills.

• Flexible work attitude; ability to learn new things quickly.
• Sense of urgency mindset with an assertive "let's get it done" attitude.
• Holds self to high ethical standards and is capable of maintaining confidentiality.
• Energetic, dynamic, and friendly personality.
• Strong interpersonal skills and ability to work well with teams.
• Interested in achievement of broad objectives through teamwork and collaboration.
• Results oriented, self‑motivated, and has the ability to meet all deadlines.

• Continuous keyboard and screen usage for several hours a day.
• Position requires periodic walking, stooping, bending, reaching, and ability to push, pull, and grasp required.
• Capable of standing or sitting for several hours a day.
• Regular, reliable and predictable onsite attendance necessary.

Knowledge:

• Improvement is GREAT.…