PURPOSE OF THE JOB:

The purpose of this position is to 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.

The Customer Service Representative position at Rockford Ball Screw is currently a full-time temporary role. After a probationary period of 90 days, there are several potential pathways: the role may be extended, transitioned into a temp-to-hire opportunity based on performance and company requirements, or in some cases, may be subject to elimination. Any updates regarding the status of this role will be promptly communicated as needed.

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
• 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.
• Maintain a clean, safe, and supportive work environment.
• Perform other duties as assigned.

QUALIFICATIONS REQUIRED:

Education:

• High School Diploma, GED or suitable equivalent.
• BS degree in business or equivalate experience in customer service or other related fields.

Experience:

• 3 years of work experience in a similar position.
• Proficient knowledge of customer service, and standard office practices and procedures.
• 3-5 years of experience in customer service or a support role
• 2-3 years' experience using Excel and spreadsheet manipulation is required.
• Experience with CRM software is preferred.
• Experience with MAPICS software is preferred.
• Experience working with government database information is preferred.

KNOWLEDGE AND SKILLS:

• Strong math skills
• Strong computer skills
• Ability to read and understand blueprints.
• Quality focused
• Excellent organizational skills and attention to detail.
• Strong organizational and prioritizing skills

COMPETENCIES REQUIRED:

• Critical thinking and problem-solving skills.
• Strong written and verbal communication skills
• Ability to work with a diverse group of people.
• Ability to work in a fast-paced environment.