Technical Customer Service

JOB TITLE:    TECHNICAL CUSTOMER SERVICE 

Non-Exempt Position

REPORTS TO: Customer Service Manager

DEPARTMENT:                     Customer Service 

BASIC FUNCTION:

Provide professional, courteous, and efficient service to our customers’ inquiries related to all products sold by the Company (with the exception of cranes and crane components).  Work together with other members of the Customer Service Department to provide consistent performance above and beyond the expectations of our customers and co-workers.

GENERAL JOB RESPONSIBILITIES:

• Work directly with any assigned accounts to provide consistency and best service level.

• Handle incoming calls to the department.  Respond to requests through verbal or written communications in an efficient and timely fashion.

• Handle orders (except for cranes and crane components) received by phone, fax, email or mail.  Enter orders in system per established procedures.  Contact customers and or salesmen as needed to obtain information to complete orders or resolve problems.

• Provide follow-up as required on each order.  Complete order changes or cancellations as requested.  Investigate and report on ship date, carrier, tracking numbers, etc.

• Coordinate special shipping requests with Production Planning.        Provide paperwork for review at daily Production meetings and update orders as needed to reflect new information.

• Initiate purchase requisitions to the Materials Department for all non-stock items placed on order.  

• Handle quote requests (except for cranes and crane components) received by phone, fax, email, or mail.  Prepare quotes in system, on formal quote form, on fax form or handwritten on customer inquiry per established procedures.

• Complete Blue Form for Technical Sales Representative to obtain  assistance with technical components required for a quote.

• Review requests for returns or adjustments. Pull associated department files and issue RMA form with full explanation on return.

• Complete literature requisitions when requests received via phone or fax.

• Upgrade product and procedure knowledge on a continuing basis to properly perform job duties.  Complete all training sessions assigned and review and learn new information distributed.

• This position does not require an aggressive approach to sales.  Some proactive moves are required to provide excellent service; this position is primarily reactive to the needs and wants of our customers.

• Complete special projects assigned by the Customer Service Supervisor or Manager.

• Maintain cleanliness and organization of work area.

• Exhibit interpersonal skills sufficient to perform as an active team member.

JOB QUALIFICATIONS:

• College degree preferred, 2-year technical degree or equivalent experience.

• Successful completion of company training on products and procedures in required.

• Prior Customer Service experience – two years preferred.

• Excellent verbal and written communication, data entry, organization, accuracy, problem solving.

• Computer knowledge to include Outlook, Excel, Word and Access.

PHYSICAL REQUIREMENTS:

• The ability to input data for 7 hours per day.
•  The ability to sit for 7 hours per day.

OTHER REQUIREMENTS:

• Ability to work under pressure.

• Ability to learn, understand and explain our technical products.

• Must be able to speak, read, write, and understand English.

• Excellent hearing.

• Ability to travel periodically.

• Interact with others in a focused, positive, courteous, respectful and professional business-like manner.

• Regular attendance is an essential element of the job.  

NOTE: This job description is not intended to be all inclusive.  It represents typical

             duties and criteria necessary to successfully fulfill the responsibilities of the 

             position.  Other duties may be required at the discretion of supervision or 

             management.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.