What are the responsibilities and job description for the Technical Customer Service Representative position at Exotic Automation & Supply?
General Summary:
Provides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow-up; and resolving basic customer issues using foundational knowledge of Exotic product lines and business systems.
Essential Job Functions:
Order Management & Processing
Product & Supplier Knowledge
Provides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow-up; and resolving basic customer issues using foundational knowledge of Exotic product lines and business systems.
Essential Job Functions:
Order Management & Processing
- Processes customer orders accurately from receipt through completion, including order entry, verification, and confirmation
- Manages EDI (Electronic Data Interchange) transactions, including order receipt, processing, and error resolution
- Handles order follow-up activities, including status updates, expedite requests, and delivery coordination
- Processes RMAs (Return Merchandise Authorizations) in accordance with company policies and customer agreements
- Responds to customer inquiries regarding product availability, order status, pricing, and general account questions
- Prepares and processes customer quotations with accurate pricing and product specifications
- Documents and processes customer complaints following established procedures to ensure timely resolution
- Maintains professional communication with customers through phone, email, and other channels
- Applies understanding of cost structures, discount schedules, and gross profit calculations to support pricing decisions
- Utilizes customer-specific pricing matrices to ensure accurate quotations and order processing
- Reviews orders for pricing accuracy and margin requirements before submission
Product & Supplier Knowledge
- Demonstrates foundational knowledge of Exotic product lines to answer basic customer questions and identify appropriate solutions
- Maintains working knowledge of core supplier base and their product offerings
- Accesses and navigates supplier portals to verify product availability, specifications, and lead times
- Follows all departmental and corporate policies and procedures to ensure consistent service levels
- Meets established productivity metrics for order processing, quote turnaround, and customer response times
- Maintains accurate records and documentation in company systems for all customer interactions and transactions
- Performs other duties as assigned or requested.
- High School Diploma (required), Associate’s degree preferred.
- Previous work experience (prefer customer-service related experience).
- Previous experience working on a computer.