What are the responsibilities and job description for the Customer Service Rep position at Electronic Theatre Controls?
Representative Responsibilities
Coordinate order processing and tracking
Check and clear purchase order in-box daily
Coordinate order processing and tracking
Check and clear purchase order in-box daily
- Ensure standard product orders are entered accurately into ETCs business system
- Maintain open orders ensuring that they are accurately scheduled and maintained
- Proactively inform customers of any changes to shipping dates, freight, pricing, etc.
- Oversee customer shipping requirements of orders and affirm priorities
- Provide freight estimates to customers as needed
- Issue Return Merchandise Authorizations (RMA) when appropriate
- Investigate customer credit requests for approval or denial. Complete research within 24 hours from receipt
- Research and provide order information for other company wide departmental inquiries
- Flag and maintain any pricing or discount changes in business system
- Request proof-of-delivery (POD) from carriers as needed
- Serve as primary customer contact for standard product at ETC
- Provide positive and professional communication
- Ensure that the deadlines for any requested information/tasks from dealers/sales reps are met
- Provide repair part numbers and other information to end-users for ETCs incandescent fixture products
- Prepare customer follow-up reports as needed
- Furnish ETC product information/policies/pricing/general information to non-dealer inquiries
- Direct end-users to appropriate dealers or manufacturers representatives as needed
- Remain current on changes in policies, procedures, and product offerings of ETC
- Represent the Customers needs/concerns within ETC
- Work with Accounts Payable to release or hold customer orders as appropriate
- Relay customer issues and concerns to appropriate departments for resolution
- Suggest process improvement for internal and external situations
- Resolve customer conflicts efficiently and in a timely manner
- Enter business system notifications of customer complaints/comments
- Other duties as requested or assigned
- Complete special projects and requests in a timely and positive fashion
- Back up Technical Support by covering ACD overflow
- Assist with on-site customer visits
- Support ETC sales effort
- Excellent communication and interpersonal skills
- Superior organizational, problem-solving, and negotiating skills
- Computer skills required (Excel, Word, Internet Explorer)
- General shipping carrier/process knowledge
- Familiarity with multiple line telephone and voice mail helpful
- General knowledge of basic office equipment
- Ability to work weekends and evenings as required
- Ability to travel
- Post-secondary education or equivalent experience
- 1-3 years of experience in customer service field
- ERP/SAP knowledge helpful
- Theatrical experience and/or product knowledge helpful, but not required
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