Customer Service Rep

Position Title               Customer Service Representative         

Department                  Sales   

Accountable to            Customer Service Supervisor

Primary Objective        To provide value-added customer service which results in consistent and ongoing account satisfaction and goodwill between Pexco and assigned accounts.

Essential Duties and Responsibilities  

• Provide consistent customer contact with emphasis on maintaining and improving relationships with assigned accounts.
• Manage incoming sales calls on a professional level relating to potential new applications and current company capabilities.
• Coordinate all data needed to process customer orders.
• Monitor production schedule daily on assigned accounts to provide customers accurate order status information.
• Inform company management of critical deadlines, customer requests, quality issues and all other significant information through written and/or verbal communication in a competent and reliable manner.
• Coordinate the processing of all part and order changes to ensure customer and Pexco requirements are accurately met by maintaining and updating production records, extrusion and fabrication order packets, product specification sheets, and all other documents involved.
• Initiate and track quotes and die orders in a manner beneficial to customer requirements in line with Pexco standards.
• Monitor current payment trends, make recommendations to the credit manager on specific accounts, and provide assistance in collecting delinquent bills through purchasing contacts after Accounting has exhausted all avenues with Accounts Payable.
• Coordinate the shipping process to ensure accuracy and meet the customers’ deadlines.
• Coordinate invoicing and crediting of shipments within established time frames, providing timely and accurate payments to Pexco.
• Authorize return of discrepant products and payment of freight bills for customer returns as allowed by Pexco policy or as approved by Management.
• Ability to provide the expected level of service to assigned accounts with minimum supervision.
• Ability to develop and maintain relationships with assigned accounts which maintain customer satisfaction and goodwill toward Pexco.
• Ability to plan and prioritize work to make the most productive use of available time, recognizing when assistance is required, and informing the supervisor or other management personnel.
• Ability to develop and maintain working relationships which contribute to a productive results-oriented climate.
• Process sample requests.
• Performs other accountabilities as apparent or assigned.

Responsibility for Work of Others  

• None

Qualifications   

• High school diploma required; additional schooling helpful.
• Minimum of 4 years work experience in an office/customer service setting preferred
• Excellent English communication skills, both verbal and written.
• Ability to quickly grasp and execute duties with minimal verbal instruction.
• Good mathematical skills required.
• Computer literacy a definite plus.
• On an occasional basis, must be able to work overtime (paid), perhaps with short notice.

Physical Demands

• Regularly required to sit, stand, walk, and move about the facility.
• Occasionally required to bend and stoop.

Work Environment

• Works in an office and manufacturing environment.
• Occasionally exposed to dust, odors, fumes and noise.