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Customer Service Representative

Job Snapshot

Location: Monroe, MI

Posted: 6/16/2017

Job Type: Full-Time

Category: Customer Service

Experience: Not Specified

Education: Not Specified

Job Description

Job Title: Customer Service Representative I & II

Position Summary:
Serve as primary internal contact to aftermarket customers. Responsible for assisting the Aftermarket customer with all orders, inquiries, claims and deductions to ensure that overall customer satisfaction is maintained (from order to payment). Facilitate resolution of customer concerns and deductions by working with customers, Sales, Accounts Receivable, and other departments. Identify Lean Office initiatives and implement standardized work.

Duties and Responsibilities:
  • Answer incoming calls from direct customers and sales reps
  • Accept and process all aftermarket customer orders
  • Manage large customer changeover orders when required
  • Facilitate customer inquiries and concerns
  • Identify and troubleshoot order delivery issues, and ensure prompt delivery to customer
  • Process accurate, valid customer adjustments (debits/credits)
  • Utilize technical knowledge of order entry systems
  • Provide accurate data entry
  • Apply sales policies, pricing, transportation and shipping information
  • Communicate customer requirements to distribution facilities
  • Act as a liaison with the Credit Department regarding customer credit limits, account activation and credit reviews/holds.
  • Enter customer concerns into concern database and initiate corrective actions and follow up.
  • Demonstrate a sense of urgency in completing assignments and in concern resolution.
  • Identify and investigate cost leadership opportunities
  • Identify and pursue sales opportunities as appropriate (e.g., up-selling, 80% threshold)
  • Assist with the recruitment and implementation of customers to electronic ordering
  • Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgment
  • Establish relationships with customers' purchasing and accounts payable personnel and serve as primary internal contact
  • Investigate and resolve customer claims and deductions through effective use of BOS and problem solving tools; work closely with Accounts Receivable team on resolution
  • Coordinate order fill planning and shipment logistics with both Production Planning and the Distribution Center teams
  • Analyze, reconcile and identify root cause of customer fill rate fines
  • Serve as Customer Service liaison to Sales management and their teams
  • Create customer profiles
  • Working knowledge in customer portals

Required Qualifications and Skills:
  • Demonstrate empathy for others while maintaining company focus
  • Accurate data entry skills
  • Ability to function well in a team atmosphere
  • Strong written and verbal communication skills
  • Strong personal development a plus
  • Ability to handle multiple tasks
  • Proven analytical ability, problem solving and decision making skills

Minimum Qualifications:
  • Associates Degree in business preferred or equivalent customer service experience
  • Proficient in current software packages as dictated by TA standards (Excel, Word, PowerPoint)
  • SAP experience a plus
  • Experience in 'Lean Office" a plus

Elite Staffing, Inc. is proud to be an equal opportunity employer. Our policy of equal employment opportunity is to recruit, hire, train and promote persons without regard to race, color, religion, national origin, sex, age, disability, handicap or any other protected status.

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