Customer Service Representative

Summary:

The Customer Service Representative is responsible for providing excellent customer satisfaction to both internal and external customers. This role requires building strong relationships, using in-depth knowledge of company products and services, and effectively communicating with all team members to ensure customer needs are met.

• Receives and responds to all customer inquiries. Analyzes requests and resolves customer concerns while delivering the best possible service and solutions.
• Authorizes merchandise returns, credits, and prepares related paperwork.
• Supports the needs of Production and Sales Managers.
• Possesses strong knowledge of product line/brand, pricing, delivery times, and promotions.
• Updates orders and posts changes in partial shipments, price differences, etc.
• Communicates effectively with staff to ensure customer satisfaction.
• Answers and transfers phone calls, ensuring accurate information is relayed.
• Receives and handles phone and email requests for purchase orders, order changes, and adjustments.
• Partners with the credit department to resolve disputed credit items.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Works with the sales team to exceed customer service expectations.
• Resolves client complaints and solves problems in a timely manner.
• Confers with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Uses the company database to retrieve relevant customer information.
• Notes all telephone/email correspondence in the company database.
• Handles various miscellaneous administrative tasks to support office operations and ensure a smooth workflow.
• Performs other related duties as assigned by supervision or management.

• High school diploma or GED.
• 1-3 years of customer service experience.
• 1-3 years of handling customer inquiries, including order entry and problem-solving.
• Proficiency in Microsoft Office and other related office software.
• Ability to multitask, prioritize, and perform well in high-stress situations.
• Strong telephone and email etiquette.
• Ability to communicate effectively both verbally and in writing with customers, coworkers, and management.
• Must be able to meet physical demands of the job with or without accommodation.

• Basic hydraulic knowledge.
• Previous experience with Epicor ERP.
• Experience working with international clients.
• Experience in manufacturing, Oil & Gas, or industrial settings.
• Foreign language skills (preferred for international client support).
• Sales support or administrative experience in an industrial or technical field.

• Paid Time Off (PTO)
• Paid holidays
• 401(k) retirement plan with company match
• Medical, Dental, and Vision insurance
• Health Savings Account (HSA) with employer contribution
• Flexible Spending Account (FSA) options
• Employer-paid life and disability insurance
• Optional hospital, critical illness, and accident insurance
• Employee Assistance Program (EAP)
• Safety shoe reimbursement program
• Safety glasses reimbursement program
• Tuition assistance up to $5,000 per year

Employment with The Oilgear Company is at-will
. This means that either the employee or The Oilgear Company may terminate the employment relationship at any time, with or without cause or notice, in accordance with applicable law.

Nothing in this job description or any other Company document should be interpreted as a contract of employment, an offer of continued employment, or a guarantee of employment for any specific duration.

I acknowledge that I have reviewed and understand the duties, responsibilities, and requirements outlined in this Job Description. I understand that this document describes the general nature of the position and does not list every duty that may be required. I agree to perform the essential functions of this position, with or without reasonable accommodation.