Customer Service Representative III

Customer Service Representative III

POSITION SUMMARY:

This Customer Service Rep will be responsible for customer service contacts with regional sales area companies to ensure delivery of excellent customer service. The position exists to assist our customers with prompt and accurate support and information that they need in order to purchase from our company. This position is responsible for driving increased sales by developing strong relationships with our customers through conducting outbound communications (phone calls, e-mail, etc.).

The position will work closely with Production, Supply Chain, and Field Sales to develop effective communication tools highlighting the value of H-E Parts Mining product offering. When required, Outside Sales will provide after-hour coverage of customer service calls to ensure H-E Parts International maintains excellence in service levels.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
Safety – conduct all activities in a safe manner, utilizing PPE and adhering to company policy and alerting others regarding potential concerns. Conduct outbound communications with our customers offering and educating customers on product value and functionality. Provide support to customers and representatives via telephone, fax, or e-mail on a daily basis. Provide customer and billing reports as needed for accounting and management.

Assume responsibility for establishing and maintaining effective, professional business relationships with customers. Communicate with Field Sales, Production, and Supply Chain departments to enhance our effectiveness of achieving sales goals. Process customer orders through the order entry system verifying pricing, quantities, part numbers and routing. Assist customers with product information including part numbers, pricing, and availability. Assist customers with emergency orders as well as orders and/or issues relating to special customer requirements.

Take personal responsibilities to resolve customer complaints regarding deliveries, pricing, credits, and warranty issues. Follow through quickly and completely to ensure the external or internal customer is satisfied. Create and/or update accurate records of customer communication and transactions. Document and provide customer activity reports to management related to increased sales, customer issues, opportunities for growth, and customer needs. Run appropriate sales reports and analyze information to drive sales and profitability.

Maintain privacy of customer account information. Other duties/special projects as assigned.

QUALIFICATIONS:

High School Diploma or equivalent required. Bilingual in Spanish and English strongly desired. 5+ years' customer service and inside sales experience required. Proficiency in MS Office Suite (Word, Excel, Access, Outlook, PowerPoint) required. 2-year Associate Degree preferred. The ideal candidate will have experience in the mining and/or industrial sector. Selling into the International market is preferred, but not essential. Experience in shipping logistics and requirements for exporting goods.

Work independently and be a team player within the department and the organization. Exhibit exceptional organizational skills and be a problem solver. Work completely and accurately under time constraints and deadlines. Work in a fast pace environment and prioritize multiple work assignments.