Customer Service Representative

Description

JOB SUMMARY: This position provides a high level of support to our inside and outside sales teams and our external customers. This position supports complete, accurate and timely order processing, customer follow up and order status, and quote processing to ensure an exceptional customer experience.

KEY RESULTS AREAS ("KRA"):

KRA #1 - Order Processing

• Maintains a complete, timely and accurate workload in support ticket system.
• Identifies if purchase orders being processed are "critical" in nature.
• Utilizes Purchase Order Checklist to review and ensure order processing steps are followed:
• Compares quote to PO for exactness
• Verifies accuracy of sales representative assignment
• Ensures order type/assignment is correct
• Reviews acknowledgment from factory and compares to P21 and updates as required
• Compares sales order acknowledgment from P21 to Customer PO
• Ensures shipping outlined in customer’s purchase order are identified, documented and communicated in P21
• Verifies payment terms are correct (compare PO to P21 system)
• Ensures complete and accurate commissions are processed for all Manufacturer Representative Orders.
• Initiates a request for review for large/complicated orders.
• Determines best method of order placement on the factory ("B" - Backorder, "D" - Direct Ship, "S" - Special); considers profitability for ECI supported by appropriate adherence to customer's expectations.

KRA #2 - Customer Follow Up

• Provides order support to customers via phone and email communication.
• Provides quotation support to sales teams and customers via phone and email communication.
• Conducts random calls to customers regarding recent orders that shipped to solicit feedback regarding ECI’s performance.
• Identifies and communicates appropriately any issues that may appear anytime throughout the order entry through fulfillment process.

KRA #3 - Order Status

• Responds (within two hours) to requests for information from internal and external customers.
• Tracks order status for select customers based upon unique requirements on an “as needed” basis.
• Reviews open orders report daily and updates P21 notes and revised promised date to reflect any changes/updates.
• Verifies scheduled ship dates are on track for population of open orders and informs customers immediately of any delays.

KRA #4 - Basic Quote Processing

• Provides complete basic part number quote when requested by customer (internal or external).
• Follows up with customer within one week to verify that customer’s needs are completely met.

KRA #5 - Special Projects

• Engages in special projects and other duties as assigned, i.e.: back up support for reception coverage as required

KRA #6- Other duties as assigned

Requirements

CORE COMPETENCIES:

Lives the ECI’s Values

• Is passionate about the customer’s experience by means of responsiveness and determining problem solving solutions
• Committed and Enthusiasm toward learning about the products that Eastern Controls represents and the customer base we support
• Professional, driven, evolving, integrity, competitive, accountable, enthusiastic, and committed

Critical Thinking/Multitasking

• Ability to examine issues and ideas and to identify good and bad reasoning in a variety of areas with differing assumptions, contents, methods and criteria
• Can juggle multiple inquires, orders, expediting requests, and other projects

Team Work/Collaboration

• Capacity to work with others towards a shared goal, participating actively, sharing responsibility and rewards, and contributing to the strengths of the team
• Promotes an atmosphere of respect, helpfulness, and cooperation
• Proactively asserts influence over key results areas and other projects as assigned

Communication

• Actively listens and shares
• Provides regular, consistent, and meaningful information
• Uses appropriate grammar, pronunciation and tone and methodology
• Proactively strives to consistently achieve excellence in all tasks and goals along with timely and accurate quotes
• Identifies customer requirement by establishing personal rapport with client (actual and potential)
• Expresses ideas and information in an accurate, relevant and timely manner utilizing a two-way communication approach.
• Demonstrates the ability to interpret and convey information for their audience, this includes responding to feedback and adapting approach as required
• Interfaces daily with various ECI departments such as Accounting, Production, Logistics and Service to ensure purchase orders are entered properly

Industry awareness and job knowledge

• Understands our industry and how the business works
• Is familiar with ECIs electronic systems such as P21 and TDF as well as principal’s systems as required
• Is knowledgeable about current policies, practices, trends, laws and information that affect or may affect the organization
• Possess knowledge of, and skill in the exercise of, practices required for successful accomplishment of tasks.
• Builds a logical approach to address problems or opportunities or manage a situation at hand by drawing on one's knowledge and resources as necessary

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES: (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, skills, and ability required.)

EDUCATION/REQUIRED: High School, Associates Degree or Equivalent

CREDENTIALS: N/A

EXPERIENCE: Advanced skills in Microsoft Office Applications, experience with CRM and ERP systems, and strong data entry accuracy skills.

PHYSICAL DEMANDS/WORK CONDITIONS: 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.

• Primary environment: ambient room temperatures, lighting and traditional office equipment as found in a typical office environment
• Individuals may need to sit or stand as needed.
• May require walking primarily on a level surface for periodic periods throughout the day.
• Reaching above shoulder heights, below the waist or lifting as required in order lift documents and other items throughout the workday. Proper lifting techniques required. May include lifting to 10 pounds on occasion.