Job Details
Job Location
Valley Forge - Phoenixville, PA
Description
Job Title: Customer Service Representative
Summary Statement:
Under limited supervision from the Manager, Customer Service & Shipping, the Customer Service Representative has primary responsibility to ensure our customers needs specific to Product information, pricing, availability, order entry, delivery, repair & calibration coordination, and shipping.
Essential Job Responsibilities:

• Maximize customer satisfaction rating by gathering customer information, fulfill customer needs, educate customers including but not limited to: product selection, configuration, options, warranty, repair, delivery, price and credit options.
• Professionally handle incoming requests from customer and ensure that issues are resolved both promptly and thoroughly.
• Maintain a balance between company policy and customer benefit in decision making handling issues in the best interest of both the customer and company.
• Maintain Customer Accounts in SAP ERP system.
• Perform various functions & tasks within each function including, but not limited to: Sales Order Entry, Inbound Repair Processing, Outbound Repair Shipment Processing, Customer Repair Approvals, & Sales Shipments.
• Handle returns and credits.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers experience and proficiency within the department.
• Perform other duties as assigned.

Specific Technical Responsibilities:
Communication skills: Customer Service Representatives need strong communication skills to answer customers clearly. They must understand and communicate information effectively in writing, by phone, or in person.
Customer-service skills: Companies relay on representative to help retain customers by answering their questions and complaints in a helpful, professional manner, and timely manner.
Interpersonal skills: Creating positive interactions with customers is an essential part of a representatives job.
Listening skills: Representatives must listen carefully and understand a customers situation in order to help them effectively.
Patience: Representatives must be patient and polite, especially when interacting with difficult or irate customers.
Problem-solving skills: Representatives must determine solutions to a customers problem. By resolving issues effectively, representative contribute to customer loyalty and retention.
Minimum Skill Sets and Competencies:

• Associates degree (IE, ET, other). Directly applicable work experience may replace degree.
• Experience with SAP ERP business application viewed as significant differentiator.
• 5 to 10 plus years related work experience with a manufacturing company.
• Excellence advocate, Voice of the Customer.
• Strong computer software application skills, data analysis and results presentation skills.
• Demonstrated experience with customer service policy and work process development.
• Excellent oral and written communication skills, professional phone communication skills.
• Demonstrated aptitude for attention to detail and thorough follow through.
  Additional Knowledge/Skills/Abilities:
• Promote process best practices
• Excellent interaction skills
• Works well with teams or in a team environment, with the ability to work independently
• Strong ability to Multi-Task

External Contacts: Extensive

• Megger Sales Team / Customers / Shipping Partners / Supplier Partners / Manufacturing Personnel
  Travel Requirements:

• 0 to 5%

Disclaimers:
Company management reserves the right to add, delete, or otherwise alter assigned duties at any time. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The minimum qualifications listed are representative of the knowledge, skill, and/or ability required.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.
AVO Multiamp dba Megger complies with all state and federal laws concerning the employment application process.