Account Representative

Customer Service Account Representative Position Summary

The Account Representative is responsible for interacting with customers to provide information in response to inquiries and orders about products and services, and to handle and resolve complaints.

• Confer with customers via email or telephone to provide information about products and services, take or enter orders.
• Support sales team by working with Regional Sales Manager and Mfg. Representatives.
• Respond to customer requests for quote, providing price and delivery.
• Enter customer orders into ERP system and coordinate with customers and other team members on delivery and order exceptions.
• Compare lists of parts requested by customers with offer to quote.
• Compare actual sales to sales potential to find missed opportunities.
• Review open order report and follow up with customers for order status.
• Perform analysis and tasks in support of other members of the Engineering and Sales Teams.
• Obtain details of customer complaints or issues and assist with process of resolution.
• Refer unresolved customer grievances to designated departments for further information.

• Ability to follow directions.
• Adaptability.
• Intermediate Microsoft Excel and spreadsheet skills, MS Word and Outlook.
• Attention to detail.
• Critical thinking.
• Customer Service.
• Dependability.
• ERP Software.
• Interpersonal skills to interact with all team members. The individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.
• Integrity.
• Problem solving to identify and resolve problems in a timely manner and gathers and analyzes information skillfully.
• Resolving Conflicts and Negotiating with Others.
• Time Management.
• Verbal and Written Communication skills.

• High School Diploma or equivalent.
• One to three years of customer service experience.
• Any equivalent combination of education and experience determined to be acceptable by management.

• As a member of the Quality Management System, quality procedures, requirements, work instructions, and other required documentation must be followed. Team members are responsible to be aware of the company's quality policy and quality objectives to support the improvement projects and contribute to the overall mission of the organization.

• Works primarily in a climate controlled office environment with minimal safety/health hazard potential with moderate noise. Works at a computer terminal utilizing monitor, keyboard, and mouse. Utilizes electronic mail and telephone regularly.
• Regularly required to sit, stand, bend, reach, and move about the facility with occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use at a workstation.
• PPE required may include safety glasses and gloves in designated areas of the facility.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Will be required to perform other duties as requested, directed or assigned.