Customer Service Representative

Gradall Industries takes great pride in being a top employer in the Tuscarawas County area for more than four generations. As a company, we are dedicated to building an outstanding team of professionals who work hard, take pride in their work, and contribute to a positive, respectful workplace culture. If you share these values and want to be part of a growing company, this could be the perfect opportunity for you.

Gradall is currently hiring for Customer Service Representative positions. If you have relevant experience as a Customer Service Representative and you meet the requirements listed below, please apply today for consideration.

Prepare and follow up sales orders for service parts customers, service & sales requests and standard orders while maintaining the necessary files and records. Research part numbers and machine information for customers utilizing machine parts manuals, machine history files and engineering drawings to promote company/dealer relationships.

• Prepare parts orders for processing as received by telephone, email or fax.
• Ascertain accuracy of part numbers utilizing manuals, machine history files, engineering drawings for customers.
• Confirm shipping dates, provide forwarding information, and trace shipments for customers.
• Inform customers of expected shipping dates and/or status of back orders and open orders due to parts shortages.
• Prepare and follow up on drop shipments from our vendors to our customers.
• Expedite orders through purchasing agent as necessary.
• Answer customer calls professionally and courteously to provide information and assist customers in any way possible to enhance good relationships with personnel at customer locations.
• Prepare customer quotations upon request.
• Manage distributor/customer complaints in accordance with company policy and procedure.
• Maintain system updates pertaining to but not limited to: pricing, sales research, obsolete parts,
• Establish procedures for system issues to eliminate order errors.
• Maintain dealer website credentials, forecasting/planning for parts procurement. Parts RPA program.
• Maintain current and create future dealer annual return programs.
• Maintain dealer contact list.
• Forecast parts for Gradall service stock
• Other duties as assigned.

• Language skills equivalent to a high school graduate.
• Ability to communicate effectively, both written and verbally.
• Strong customer service skills.
• Mathematical skills equivalent to a high school graduate.
• Computer skills including but not limited to typing, Excel, Word, Power Point. Internet search engines.
• Ability to read and apply blueprints, wiring diagrams, and hydraulic diagrams.
• Ability to use measurement tools.
• Knowledge of shipping protocol a plus.
• Knowledge of GMS and safety systems to ensure compliance.

• Leading Change / Change Management:
  Ability to drive improvement of team, division, and corporate goals and objectives through people. Ability to balance change and continually strive to improve business performance.
• Leading People / Teamwork:
  Ability to design and implement strategies which maximize employees’ potential and foster high ethical standards in meeting the team, division, and corporate objectives.
• Communication:
  Ability to explain, advocate, and express facts and ideas in a convincing manner, and negotiate with individuals and groups internally and externally. The ability to develop internal and external networks and identify the issues that impact the work of the organization.
• Business Acumen:
  Understands and interprets business financials and metrics, and utilizes latest business strategies. Focuses on outcomes and creates opportunities for success. Acquires and utilizes human, financial, material and information resources effectively.
• Results Driven:
  Ability to make timely and effective decisions and produce results through planning and the implementation and evaluation of business metrics, systems, policies, and program; stressing accountability and continuous improvement.

High School Diploma or GED required. On the job training.