Customer Service Representative

CUSTOMER SERVICE REPRESENTATIVE

JOB DESCRIPTION

Summary/Objective

The customer service representative services new and existing commercial accounts and consumers.

Essential Functions

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

1. Responds to customers inquiries regarding products. Provides technical product assistance.
2. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
3. Maintains customer records by updating account information.
4. Responds to email requests for information.
5. Completes required mailings to manufacturer representatives and customers.
6. Recommends potential products or services to customers.

1. Assists in the coordination of trade shows and industry events.

8. Enters and processes customer returned merchandise authorizations. Responds to customers inquiries on new or existing RMAs.

1. Prepares, processes, reviews and monitors various documents such as contracts and other documents.
2. Assists customers and arranges payment terms in accordance with established guidelines.
3. Performs in a manner that will prevent errors and omissions.
4. Creates and maintains computer files and suspense for follow-up action.
5. Provides advisory support and assistance to the department supervisor as needed.
6. Provides administrative assistance and support.

Competencies

1. Communication Proficiency.
2. Customer/Client Focus.
3. Organizational Skills.
4. Problem Solving/Analysis.
5. Results Driven.
6. Technical Capacity.

Supervisory Responsibility

This position has no supervisory responsibilities. 

Work Environment

This job operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

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.

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday and varies for employees but is approximately 8 hours long with shifts between 9 am. to 5:30 pm.  Occasional evening and weekend work may be required as job duties demand.

Travel

No travel is expected for this position.

Required Education and Experience

1. High school diploma or GED diploma and two to three years of related experience and/or training, or equivalent combination of education and experience.

Preferred Education and Experience

1. Associate degree.
2. Customer Service experience.
3. PC Experience

Additional Eligibility Qualifications

None required for this position.

Other Duties

Speck-Pumps USA is an Equal Opportunity employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expressions, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.