Overview

Customer Service Representative

The Customer Service Representative is responsible for assisting end-users, customers, dealers, independent rep. groups, and sales representatives in placing orders, providing order status information, and resolving issues impacting the company’s order fulfillment process in a customer obsessive, safe, respectful, responsive, and reliable manner.

You’re excited about this opportunity because you will... 

• Provide assistance to both internal and external customers via email and by phone, regarding, pricing, product capabilities, order status, and other related customer service inquiries
• Expedite customer communication process to notify customers of late orders, partial deliveries, order changes, fee charges, replacement orders, and other administrative process functions
• Participate in department team functions to openly share ideas regarding solutions initiated to meet customer needs
• Answer and confirms customer inquiries regarding product pricing processes including GSA/state contracts, discount levels, direct bill terms and conditions, and special pricing requests
• Respond to inquiries in a timely manner with understanding and empathy, including a detailed follow up plan as needed
• Authorize product returns, replacements, traffic fees, and claims within approved guidelines by exercising good judgment and reviewing alternative options to the best interest of Fellowes and its customers
• Issue Credit Memos, Debit Memos, and Manual Invoices as needed to remedy pricing and discount discrepancies
• Coordinate special shipping and freight requirements as needed
• Convey any dialogue to internal and external customers in a clear, accurate, and understandable method and documents communication in order to track messaging
• Be a participant in special projects, as a customer service representative, regarding a variety of product and administrative related issues in order to continuously improve department processes and ease the process for customers to do business with us
• Project manage specific projects to ensure service levels are met, product delivery and final installation are completed and meet customer expectations
• Pursue open orders with incomplete information to ensure the order entry process is timely and efficient
• Collaborate with other departments as needed 

What You Bring to the Team

• Associate's Degree preferred with 2 – 3 years of customer service, related work experience within a manufacturing work environment is a plus or A High School diploma, or GED along with an equivalent amount of experience preferably in a manufacturing work environment.
• Demonstrated proficiency in the use of personal computers is required e.g., Microsoft office programs including Excel, Word, Microsoft Outlook, etc.
• Strong written and verbal communication skills in addition to sound organizational and planning aptitude in order to multi-task and communicate effectively with a diverse client group
• A high degree of attention, accuracy, sense of urgency, and an understanding of the company’s order acceptance process 

Why you’ll love working at ESI… 

• You are encouraged to be your authentic self here and empowered to encourage others to do the same!
• You’ll be an integral part of an organization that continues to grow and help support our customers health while working
• We love solving problems, thinking creatively, trying new things and having fun while we work
• We are a group of bright, kind and goal-oriented people, who truly believe in our business model
• We offer competitive salaries and Total Rewards packages
• You’ll be proud to say that you work for ESI knowing that it brings healthy working to our customers’ lives

About ESI (a Fellowes Brands Company)At ESI, we design products for the movers and shakers of this world—work gear that keeps you active, healthy, focused, productive, and engaged, every single day. The pace of business is faster than ever, but we’re here to propel you forward at work, at home, and in between.

We provide monitor arms, crank and electric height adjustable tables, keyboard combinations, power solutions, sit-to-stand solutions, wall mounted and mobile workstations, laptop solutions, and task lighting. Geared for today’s fast-paced lifestyle, our extensive catalog of work gear will empower you to be energized and productive.

We are an equal opportunity employer seeking individuals who value and will support a friendly, team-oriented and drug free workplace. Applicants will be required to submit to a criminal background check and drug screen prior to commencing employment.

Equal Employment Opportunity/M/F/disability/protected veteran status

Fellowes, Inc. does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Fellowes' property, and Fellowes will not be obligated to pay a referral fee. This includes resumes submitted directly to hiring managers without contacting the Talent Acquisition Department.