Customer Service Rep

Summary:

The Customer Service Representative is responsible for providing excellent customer satisfaction to both internal and external customers. This role requires building strong relationships, using in-depth knowledge of company products and services, and effectively communicating with all team members to ensure customer needs are met.

Essential Responsibilities and Duties:

• Receives and responds to all customer inquiries. Analyzes requests and resolves customer concerns while delivering the best possible service and solutions.
• Answers incoming customer calls regarding order status, inventory availability, pricing, quotes, shipping, etc.
• Authorizes merchandise returns, credits, and prepares related paperwork.
• Supports the needs of Production and Sales Managers.
• Possesses strong knowledge of product line/brand, pricing, delivery times, and promotions.
• Updates orders and posts changes in partial shipments, price differences, etc.
• Communicates effectively with staff to ensure customer satisfaction.
• Answers and transfers phone calls, ensuring accurate information is relayed.
• Receives and handles phone and email requests for purchase orders, order changes, and adjustments.
• Partners with the credit department to resolve disputed credit items.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Works with the sales team to exceed customer service expectations.
• Resolves client complaints and solves problems in a timely manner.
• Confers with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Uses the company database to retrieve relevant customer information.
• Notes all telephone/email correspondence in the company database.
• Handles various miscellaneous administrative tasks to support office operations and ensure a smooth workflow.
• Performs other related duties as assigned by supervision or management.

Working Environment and Physical Demands:

• Work is primarily conducted in a professional office setting.
• Regular use of standard office equipment, including computers, phones, photocopiers, and other devices.

• Occasional exposure to a shop environment with potential noise, dust, odors, and fumes when visiting the shop floor.
• Physical activity includes typing on a computer, walking, sitting, bending, and stooping throughout the shift.
• Must be able to lift and carry items weighing up to 25 pounds occasionally.
• May involve moving and handling office supplies, files, and equipment as needed.

Minimum Qualifications:

• High school diploma or GED.
• 1-3 years of customer service experience.
• 1-3 years of handling customer inquiries, including order entry and problem-solving.
• Proficiency in Microsoft Office and other related office software.
• Ability to multitask, prioritize, and perform well in high-stress situations.
• Strong telephone and email etiquette.
• Ability to communicate effectively both verbally and in writing with customers, coworkers, and management.
• Must be able to meet physical demands of the job with or without accommodation.

Preferred Qualifications:

• Basic hydraulic knowledge.
• Previous experience with Epicor ERP.
• Experience working with international clients.
• Experience in manufacturing, Oil & Gas, or industrial settings.
• Foreign language skills (preferred for international client support).
• Sales support or administrative experience in an industrial or technical field.

Competencies:

• Attention to Detail: Able to process customer orders and resolve issues without overlooking important details.
• Customer Focus: Demonstrates a strong commitment to ensuring customer satisfaction and building long-term relationships.
• Problem-Solving: Capable of resolving customer issues in a calm, effective, and timely manner.
• Communication Skills: Communicates professionally and clearly, both verbally and in writing, with internal teams and external customers.
• Multitasking: Manages multiple customer inquiries and tasks effectively in a fast-paced environment.
• Team Collaboration: Works well with other departments to meet customer needs and improve workflows.
• Adaptability: Easily adjusts to new tasks and responsibilities in a changing work environment.
• Time Management: Organizes and prioritizes tasks to meet deadlines without compromising service quality.

Behaviors Required:

• Proactive: Takes initiative to address customer issues and find solutions before they escalate.
• Customer-Centric: Consistently prioritizes customer needs and strives to deliver the best possible service.
• Collaborative: Works effectively as part of a team, contributing ideas and supporting others to achieve common goals.
• Resilient: Maintains a positive and professional demeanor in high-pressure situations.
• Accountable: Takes responsibility for tasks and outcomes, ensuring follow-through on commitments.
• Dependable: Consistently arrives on time, meets deadlines, and follows through on assigned tasks.

Training Requirements:

• General safety training.
• Oilgear safety and compliance training, as well as any additional training required by customers.
• ISO 9001 and applicable processes and procedures.
• Customer service communication and conflict resolution training.
• ERP training (Epicor ERP or similar systems).
• Ongoing product and industry-specific knowledge training.

Personal Protective Equipment (PPE):

• Safety glasses, steel-toe shoes, and ear protection when in production or test areas.
• Gloves, goggles, shields, aprons, etc., as required for specific tasks.
• Hard hats (mandatory in certain environments, such as forge or steel forming applications).
• Safety vests, ear protection, and other PPE as required by specific customer or shop environments.

Why Join Oilgear:

As a leader in high-performance hydraulic solutions, The Oilgear Company offers a collaborative environment where innovation, efficiency, and reliability drive every decision. We empower employees with ownership of their work and support ongoing growth through professional development and continuous improvement.

The Oilgear Company is an at-will employer.