Customer Service Representative

Job Type

Full-time

The Customer Service Representative will respond to customer inquiries and resolve issues or complaints. This includes supporting RBS and RLM customers through understanding and interpreting product applications, generating quote information, product solutions and managing internal scheduling conflicts.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prepare external communications such as memos, emails, email blasts, invoices, reports, and other internal correspondences.
• Daily update and maintain CRM data.
• Provide general documentation to customers such as invoices, credit memos, order acknowledgements, and quotes.
• Execute and manage RGA's (return goods authorization).
• Create and distribute bills of lading documents, provide tracking and shipping information, pack lists and other requests from customers.
• Maintaining and updating documentation for both customer service and sales department, while creating and maintaining filing systems, both electronic and physical.
• Support customers by quoting and acknowledging orders for both standard product lines.
• Manage and provide customer updates and quotes in service and repair.
• Review government database for contract opportunities.
• Answer telephones to direct calls or provide information.
• Provide support to internal departments as needed.
• Train new employees in areas of customer service, sales department processes and policies.
• Any / all other duties as assigned.

Working conditions are normal for a manufacturing / office environment. Must be able to operate a computer / keyboard, ability to use phone, and sit for extended periods of time. Communicate using speech, hearing, written, and vision skills. May also work occasionally on the production floor requiring the use of safety equipment to include, but not limited to- safety glasses, hearing protection, and steel toed work boots or shoes.

This is a full‑time position. The standard working hours for exempt employees are set at 45 hours per week with an additional 30‑minute lunch break each day. General business hours are 6 : 30 am‑ 5 : 00 pm. This position follows a specific work schedule of Monday through Friday, 6 : 30 am‑ 4 : 00 pm. Occasional evening and weekend work may be required to meet business demands.

Our current hiring pay range for this position is $60,000‑$75,000. This hiring pay range is based on several factors which vary based on position. These include labor markets and, in some instances, may include education, work experience, knowledge, skills and certifications.

In addition to this base pay, Rockford Ball Screw employees are eligible for a bonus. Depending on your position you may be categorized into different tiers in the quarterly or annual bonus plan. Currently, this position is classified as a Quarterly Bonus within the Indiividual Contributor tier.

Rockford Ball Screw believes a happy healthy employee is what makes our business work. We want to continuously invest in the people that make it happen. Rockford Ball Screw eligible employees have access to a comprehensive competitive package. Please visit our website at https : / /  / contact / careers / for more information.

Travel

0‑5%

• Must be 18 years or older.
• High School Diploma / GED equivalent.
• 2+ years of experience in customer service or similar experience.
• 2+ years of experience using Excel and spreadsheet manipulation.

• Bachelor's degree in business administration, communications, or a related field.
• Proficient knowledge of customer service, and standard office practices and procedures.
• Familiarity with CRM software.
• Experience with an ERP software, preference with familiarity with MAPICS software.
• Experience in training and mentoring team members.

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description.

The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

$60,000‑$75,000