Customer Service Representative

SUMMARY

The Customer Service Satisfaction Representative will represent the company to its customers in a professional manner.  Will perform out-bound and/or in-bound telephone selling and marketing calls.  Is knowledgeable about the company's products and services and can intelligently deal with most customer situations.  Will take orders by phone/fax and enter the orders into the computer.  Other duties may be assigned.

The Customer Service/Satisfaction Representative will also be back up for the Customer Satisfaction Specialist, which consists of investigating and resolving customer concerns pertaining to freight claim issues, returned product, product shortages, warranty issues, installation problems and product exchanges.  Also responsible for generating a summary report of the information to alert others of trends and necessary product and/or procedural changes.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, other duties may be assigned:

• Perform telephone selling presentations as trained, which consist of outbound call assignments as well as in-bound calls.
• Interface with customers and prospects and sell products based on needs established with customer. 
• Master product knowledge and is able to apply it to customers' questions and specific needs. 
• Use knowledge of the product and its applications to up-sell current customers and sell new customers. 
• Will inform customer of unit prices, shipping date, anticipated delays and any additional information needed by customer.
• Complete order documentation with careful attention to detail and accuracy.
• Take ownership of customer order/information request and follow it through by:
• Routing order to departments for filling and when necessary following up on orders to ensure delivery by specified dates. 
• Refer appropriate order requests to engineering department for design and drafting needs. 
• Estimate date of delivery to customer based on knowledge of own firm's production and delivery schedules.
• Assist in covering regional trade shows when assigned.
• Maintain and follow up-to-date policy and procedure manuals.
• 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 plus other work assigned.

• Research and exam documents that provide information regarding the customer issue to determine responsibility and make a cost efficient decision based on that research. 
• Research will include but not be limited to customer sales order paperwork, past order history, sales order notes, salesperson interview, production and engineering information, personal knowledge, and past experience.
• Examine warranty merchandise to determine accuracy of complaint. 
• Use knowledge gained from past encounters to identify trends, process and/or product deficiencies and report findings in a timely manner to limit Shur-Co, LLC liability and maintain Shur-Co, LLC's reputation.
• Possess ability to communicate with customers and Shur-Co, LLC personnel detailed findings, document corrections, and make adjustments, or other resolutions in a timely and unbiased manner.  This includes communication with a customer that refrain from outright blaming a specific person or department in an accusatory or demeaning manner.
• On a routine basis or as requested, record, summarize and report findings in an unbiased factual format to management.  Also provide suggestions or recommendations on process and/or product improvements to prevent future customer satisfaction concerns, clearly communicating ideas, facts, and recommendations orally and in written form.
• Collect data and report findings surrounding warranty issues routinely, as requested, or as soon as a trend is identified.
• Possess knowledge of computer processes and is able to key detailed accurate information into the computer and access computerized records, sales orders and related information.
• Must be able to perform computer research such as locating reports, bills of material, inventory transactions, and customer information using computer software.
• Follow up on recommended adjustments to ensure customer satisfaction.
• Investigate overdue, lost, damaged, or other issues with LTL shipments on common carrier. 
• File the necessary paperwork to ensure reimbursement for lost or damaged product. 
• Communicate with common carrier representatives to provide recommendations for improvements to lessen the amount of claims filed. 
• Communicate information regarding claim quantities, dollar amounts and rejections to the person responsible for negotiating contracts with carriers.
• Submit facts and information to QA in order to facilitate implementation of improvements.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 
• Ability to write routine reports and correspondence. 
• Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. 
• Ability to apply concepts of basic algebra and geometry.

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 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to

enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. 
• The employee frequently is required to walk and stoop, kneel, crouch, or crawl. 
• The employee is occasionally required to stand and climb or balance. 
• The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly exposed to moving mechanical parts. 
• The employee is occasionally exposed to high, precarious places; fumes or airborne particles; outside weather conditions; risk of electrical shock; and vibration. 
• The noise level in the work environment is usually moderate.