Customer Service Rep/Order Entry

summary of position

The Customer Service Rep/Order Entry’s responsibility is to serve customers by selling and processing parts orders and providing information on products and services.

Essential functions 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Primary Functions:

• Maintain a safe and clean working environment by complying with procedures, rules, and regulations.
• Comply with government regulations and company policies.
• Provide information by answering questions and requests by telephone, email, fax, and/or letter.
• Provide data by operating a computer by entering commands.
• Open customer accounts by recording account information of parts orders.
• Maintain customer records by updating account information for parts orders and file the information in the proper place.
• Obtain orders by talking with the customers, taking parts and compressor warranty orders; having a working knowledge of past and present parts; knowing which current parts will substitute for old discounted parts; understanding the job files; understanding the parts numbering system.
• Complete order by calculating parts order prices and shipping costs, verifying product availability, referring to parts lists and product job files.
• Keep management informed by processing parts orders and compressor warranty receivable runs; merging this information with the accounting department.
• Maintain financial accounts by posting payments and adjustments of parts orders and compressor warranties; invoicing parts orders and compressor warranties.
• Resolves customer complaints by investigating problems, developing solutions, preparing reports, making recommendations to management.
• Provide historical records by maintaining customer part and compressor information in the computer and the job file.
• Provide backup to customers by making and mailing Installation and Operation Manuals (IOM's) to customers.
• Prepare product or service reports by choosing the correct report to file and collecting and analyzing customer information.
• Help with problems by helping the customer select the correct part for the problem.
• Attend work as outlined in the Employee Handbook and/or specified by your supervisor.
• Arrive for work on time.
• Must have basic computer skills.
• Contribute to team effort by working with others and accomplishing related functions as needed.
• Must have practical communication skills.

Desired qualifications

Education & Experience: High School or GED required. 2 years experience in the air conditioning and refrigeration field preferred.  

Skills: Strong analytical skills. Advanced computer skills—must be proficient in Microsoft Office tools including Excel, Word, Outlook, and Sharepoint.  Experience working with AS400 or similar systems is a plus.  Practical oral and written communication skills. Intermediate mathematical skills. Ability to interact and work with others in a team environment.   

Interaction with others

Has constant interaction with customers through telephone and email correspondence.  Will work with service, sales, purchasing, stockroom, shipping, accounting, and administrative staff to ensure the customer receives prompt service and orders are processed accurately through the inventory and accounting systems.   It is essential that the employee works with all RAE team employees and shows a spirit of cooperation with others.  

working environment

The job is conducted primarily in an office setting, with occasional exposure to the manufacturing environment, including moving mechanical parts and vehicles. The noise level in the work environment is usually quiet to moderate. 

tools & equipment used

Computer

Microsoft Office (Word, PowerPoint, Excel, SharePoint, Outlook, etc.)

Calculator

Credit Card Processing Equipment

Photocopier/Scanner/Fax Machine

Printer 

Accounting Software (AS400)

Telephone

Safety Glasses when required 

physical demands

Other Physical Requirements:  Vision – Near, Auditory Capabilities