Job Description:

Position: CUSTOMER SERVICE REPRESENTATIVE
Work Week: Monday - Friday, 8:00 a.m. - 5:00 p.m.
Supervisor: Vice President of Sales

Scope of Position:

Receive and process customer orders, returns, requests for literature, samples, and account information. Sale orders are received by telephone, email, fax, and US mail. Orders are to be entered into the accounting system within 24 hours of receipt. Answer the phone and door and transfer or direct to appropriate party.

Specific Duties and Responsibilities:

• Process incoming sales orders and service issues received via telephone, email, fax, or US mail within 24 hours. Send confirmations on all new orders.
• Handle requests for pricing on standard products in our Standard Product and Price Guide brochure, and verify pricing on active custom parts.
• Submit request for quotes for new parts to engineering and production. Request a new quote on custom parts that have not been ordered in 1 year. Request quotes for quantities on standard or custom parts that have not been ordered before.
• Provide open orders status such as ship dates, tracking number and inventory status.
• Schedule International Shipments with Freight Forwarders, and provide documentation to the proper Government Agencies.
• Create new customer accounts and part numbers once approved by management.
• Approve return material requests based on the company's policy. Issue credit memos for returns received.
• Invoice orders daily when picking ticket copies are returned from plant. Review quantity and part number shipped to ensure proper part and quantities are shipped. Verify freight charges and bill accordingly.
• Each Friday create a weekly sales report and distribute to management.
• Maintain proper files for orders, customer quotes, samples requests and invoicing.
• Process request for samples and literature for Sorbothane products and RXSorbo.
• Answer telephone and direct call to proper party or take message as well as meet visitors at the front door.
• Perform any other tasks or function requested by supervisor

Key Competencies:

• Interpersonal skills
• Communication skills - verbal and written
• Listening skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Data collection and ordering
• Customer service orientation
• Adaptability
• Initiative

Education and Experience:

• College diploma or 3 years experience in customer service for a manufacturing environment
• Knowledge of customer service principles and practices
• Knowledge of Micro Soft windows and relevant computer applications
• Ability to type
• Knowledge of administrative procedures
• Numeric, oral and written language applications

Please submit resume and contact information to careers@sorbothane.com