Customer Service Representative

Founded by the Channell family in 1922, Channell is a global designer, manufacturer, and seller of outside plant infrastructure equipment. The markets served by Channell are Telecommunications, Municipalities, Internet Service Providers, Wireless, Water, Power, and CATV, among others. Major product lines include a complete line of thermoplastic and metal fabricated enclosures, fiber optic cable connection and management systems, and high-performance below-grade vaults.

JOB SUMMARY:

The Customer Service Representative interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. The incumbent will maintain solid customer relationships by addressing questions and concerns with speed and professionalism.

ESSENTIAL FUNCTIONS:

• Attracts potential customers by answering product and service questions and suggesting information about products and services.
• Receiving and placing customer service telephone calls
• Open customer accounts in Oracle
• Maintains customer records in Oracle, updating as required.
• Order entry of all incoming and orders from customers in assigned territory.
• Recommends potential products or services to the manager by collect ting customer information and analyzing customer needs.
• Interface with accounting, manufacturing planners, shipping, sales team, and customers to resolve issues associated with open/closed orders and posted lead times.
• Clarify customer complaint and maintains records on a shared drive. Follows up with engineering and QC team to ensure correction and resolution to issued complaints.
• Contributes to team effort by accomplishing related results as required.
• Assist in breaking the Corporate Receptionist during their lunch and breaks
• Complete other job-related duties and special projects as assigned.

KNOWLEDGE OF:

• Oracle Software knowledge preferred.

ABILITY TO/TRAINING REQUIREMENTS:

• Understand Safety Data Sheets (SDS)
• ISO sections about the position.

QUALIFICATIONS:

• Customer Service experience requirements are in a manufacturing environment preferred.to carry a college degree preferred.
• Bilingual is a plus.
• Microsoft Office – Word, Excel, PowerPoint, Visio, and Outlook
• Product Knowledge, Market/ Industry Knowledge, Documentation Skills, Phone Skills, Analyzing Information, Quality Focused, Organized, Good Problem Solver, Quick Learner.

PHYSICAL DEMANDS AND WORKING CONDITIONS: The physical demands and working conditions requirements indicated below are examples of the demands that must be performed in carrying out the essential job functions.

Physical Demands: Sitting, standing, walking use of central and peripheral vision, and hearing (up to continuously); speaking/verbal communication, bend/stoop, twist neck and torso (frequently); frequent use of computer and telephone requiring finger, hand, and arm movement; occasionally carry office supplies and other miscellaneous items up to 30 pounds.

Working Conditions: Working in an office setting indoors; frequent exposure to temperatures commensurate with outdoor seasonal temperatures.