Customer Service Representative

Job Title: Customer Service Representative
Location: Yankton, SD

Job Summary

Perform out-bound and/or in-bound telephone selling and marketing calls.  Represent the company to its customers in a professional manner, and is knowledgeable about the company's products and services, and can intelligently deal with most customer situations.  Also, will take orders by phone/fax and enter the orders into the computer.

Essential Duties and Responsibilities

• Perform telephone selling presentations as trained. 
• Interface with customers and prospects and sell products based on needs established with customers. 
• Able to have free-flowing discussions with customers, dealers and prospects.
• Master product knowledge and is able to apply it to customers’ questions and specific needs.
• Use knowledge about product and its applications to up-sell current customers and sell new customers.
• Inform customers of unit prices, shipping date, anticipated delays, and any additional information needed by customers.
• Complete order documentation with careful attention to detail and accuracy.
• Take ownership of customer order/information request and follow it through.
• Routing orders to departments for filling and, when necessary, following up on orders to ensure delivery by specified dates.
• Confer with production, sales, shipping, warehouse, to expedite or trace missing or delayed shipments.
• Refer appropriate order requests to engineering department for design and drafting needs.
• Estimate date of delivery to customers based on knowledge of own firm's production and delivery schedules.
• Handling customer complaints regarding products or services, or when necessary and appropriate, referring to such complaints to designated departments for investigation and follow-through.
• Enter necessary information into system and follow up on returned merchandise requests.
• Assist in covering regional trade shows when assigned.
• Maintain and promote a positive team atmosphere.
• Attendance and dependability are essential job functions; you must report to work on time and accurately complete the daily duties assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The ideal candidate will demonstrate strong attendance and dependability by consistently reporting to work on time and completing assigned tasks accurately. They must be able to maintain a clean and organized work environment, follow all company policies and procedures, and apply a high level of attention to detail and focus. The ability to work collaboratively with team members to support productivity and operational efficiency is also essential.

• Excellent verbal and written communication skills.
• Proficient with Microsoft Office (Word, Excel, Outlook) and basic office software.
• Ability to interact professionally with customers, vendors, and internal teams.
• Detail-oriented with the ability to manage records, reports, and documentation accurately.
• Comfortable in a fast-paced environment.

Education and/or Experience

• High school diploma or general education degree (GED); and one year’s experience in phone sales or equivalent is preferred. 
• Must also possess computer experience.
• Administrative, or customer service experience is a plus.

Language Skills

• Ability to read and interpret documents adding in learning Shurco products.
• Ability to write routine reports and correspondence. 
• Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

• Ability to perform basic arithmetic including addition, subtraction, multiplication, and division.
• Ability to calculate pricing, discounts, and order totals.
• Ability to verify order quantities and measurements for accuracy.
• Basic understanding of interpreting dimensions and specifications on customer orders.
• Ability to calculate material requirements based on customer-provided dimensions.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. 
• Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer and a phone.
• Frequent use of hands and fingers to operate a computer keyboard, mouse, calculator, and telephone.
• Regular talking and hearing to communicate effectively with customers, vendors, and internal team members.
• Occasional standing and walking within the office and production areas.
• Ability to occasionally bend, stoop, or reach.
• Ability to occasionally lift and/or move up to 15–25 pounds
• Specific vision abilities required include close vision, distance vision, and the ability to adjust focus.

Work Environment 

• Primarily an office setting.
• Occasional exposure to a manufacturing or warehouse environment where moderate noise levels may be present.
• May require occasional travel between departments or facilities.

Safety

Follow all safety directives and protocols at all times and help identify potential hazards or violations that should be addressed to ensure personnel and facility safety are maintained. 

Quality

Along with every other member of our team, always be cognizant of overall performance in every aspect of our business and help maintain a constant focus on quality assurance and continuous quality improvement. 

Other Duties as Assigned

This job description is not intended to be all-inclusive. The employee may be required to perform other related duties to meet the ongoing needs of the organization. Shurco is an equal opportunity employer and encourages candidates of all backgrounds to apply