Customer Service

Overview

Customer Service/Project Management Representative. The Customer Service/Project Management Representative ensures the satisfaction of our customers by providing the highest quality of service. Their aim is to provide excellent customer service and to promote this idea throughout the company. The representative interacts with customers to provide information in response to inquiries about products and services, and to resolve issues that develop in the day-to-day operations.

The representative must comply with the customer service role as the “advocate” of our customers at all times within the scope of company policies and procedures.

• Department:
  Customer Service
• Job Type: Full-Time, In Person (No Remote)
• Status:
  Non-Exempt
• Location:
  
  Commerce, CA

• Maintain good attendance and report promptly for work on all workdays; comply with lunch and rest break policies.
• Comply with all company-mandated policies and procedures.
• Keep accurate records of discussions or correspondence with customers.
• Answer phone calls promptly and professionally. Respond to email inquiries within 24 hours. Handle product questions, price inquiries, stock checks, order lead times, minor technical support, shipping rate quotes, and shipment tracking information.
• Promote increased sales and stocking capacity for assigned new and existing customers.
• Expedite customer samples, track through delivery, and follow up with customers to influence sales.
• Resolve incoming requests/issues professionally, promptly, and thoroughly; work with upper management on complex issues.
• Provide minor product troubleshooting and general follow-up as needed.
• Interact with other departments (Shipping, Assembly, Order Entry, Accounts Receivable) in a professional and respectful manner.
• Review purchase orders received via email for accuracy; contact customers for clarification or adjustment as needed.
• Enter sample orders as needed.
• Track high-priority orders to ensure promised lead times and delivery schedules; coordinate with Purchasing, Data Entry, and Assembly teams.
• Organize to-do lists by monitoring email, tracking priority and open orders, and calling customers; run weekly reports for regional sales teams.
• Other duties as needed.

• Must type a minimum of 45 WPM.
• Background in electrical or electronic-related work or technical inclination preferred.
• High School Diploma required; bachelor’s degree preferred.
• Minimum 5 years of Customer Service experience in an office setting.
• Experience in Sales, Marketing, or Production preferred.
• Basic knowledge of purchase orders and warehousing principles.
• Simple arithmetic/accounting knowledge.
• Proficient with the Internet; basic knowledge of MS Office (Excel, Word, Outlook).
• Serious applicants seeking a long-term role.

• Behave Ethically:
  Maintain ethical behavior and align with organizational values.
• Communicate Effectively:
  Clear, thorough, and timely communication.
• Foster Teamwork:
  Work cooperatively to set goals, resolve problems, and make decisions.
• Lead:
  Positively influence others to achieve results.
• Make Decisions:
  Assess urgency and risks; make timely, best-interest decisions.
• Organize:
  Prioritize, schedule, monitor progress, and track information.
• Solve Problems:
  Identify causes, gather information, generate solutions, and resolve issues.

• Work is performed in a climate-controlled office environment with computer-based tasks.
• Use phone and email to communicate with customers; occasional in-person meetings.
• 90-day trial period.

Monday through Friday, 7:30 AM to 4:30 PM, with two 10-minute breaks and an unpaid lunch from 12:45 PM to 1:30 PM.

• Competitive salary and comprehensive health, dental, vision, and life insurance options.
• Paid holidays (six per year).
• Up to 40 hours of sick pay per year, accrued and available after 90 days of employment.
• Growth opportunities for high-performing individuals.
• Performance-based year-end bonus.
• Diverse, family-oriented work environment with monthly birthday celebrations.
• 401(k) plan with eligibility after a 3-month probationary period.