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Customer Service Representative III in Columbus, OH at Trulite Glass & Aluminum Solutions

Date Posted: 5/4/2018

Job Snapshot

Job Description

Customer Service Representative III

 

POSITION SUMMARY:  Senior-level position that provides customer service support to the organization by telephone, fax, or email by obtaining, analyzing, and verifying the accuracy of order information in a timely manner.  Initiates and/or implements corrective action for complex customers and issues as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.  Identifies and contributes with the generation of potential sales leads to the organization.  Planning and development of specific target markets and groups and the actual service “package” will be developed as a team program in conjunction with the project manager, territory account managers, and data entry clerk.

 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

Customer Service Functions

  • Answer customer service calls within the first three rings.
  • Receives, processes and verifies the accuracy of orders from customers utilizing the company’s internal CRM/Axapta mainframe system and customer purchase orders.
  • Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate departments.
  • Assists in proofreading entered orders and ensures that the correct codes are being applied prior to final confirmation.
  • Collaborates with the scheduling/production department to make sure that the requested order(s) meet the customer’s expectations.
  • Handles or refers complaints of product or service failure to the appropriate department for investigation.
  • Conducts follow-up phone calls within 3 hours to respondents who have concerns or questions.
  • Prepares price quotations on items not contained in price book and prepares quotations.
  • Works with the organization’s other branch/regional locations to resolve problems, facilitates solutions and enhance the customer service offerings.
  • Answers customer’s technical questions regarding products and services.
  • Modify quote status once order has been placed to ensure visibility and uniformity amongst sales team.
  • Attends regular customer service department meetings.
  • Support and participate in the organization’s continuous improvement program and product training courses.
  • Perform other related duties and provide back-up support to other group members as assigned by management.


Supervisory Responsibility

  • This position has no direct supervisory responsibilities but may work in a matrix management environment and take direction from a Project Manager.


Customer Service

  • Reinforce Trulite’s mission and values, by fostering the company’s expectations for customer service.

 

Training

  • Participates in training when required.
  • May be required to train other individuals in the organization on Trulite’s tools, products, and services.


Other

  • Follow & communicate company policies and procedures.


Working Conditions (travel, hours, environment)

  • Able to work full-time, and according to Branch Office needs, Monday through Friday 8AM – 5PM, overtime may be required. On occasion, may be required to travel to make customer visits.
  • This job operates in a professional office environment, with frequent work responsibility with organizational leaders, field and corporate employees. This position routinely uses standard office equipment such as computers, phones, photocopiers, fax machines, etc.

 



Minimum Eligibility Requirements

  • Associates degree with 4-6 year related glass and aluminum work experience preferred.
  • Proven working experience in customer service.
  • Must be able to multi-task, be organized, efficient, and accurate.
  • Must have excellent communication (written and oral), interpersonal, conflict management, and time management skills.
  • Experienced user of Microsoft Office suite.
  • Listening skills and data collection with attention to detail are essential.
  • Ability to calculate discounts, interest, commissions, factions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
  • Must pass criminal background check.

 

Job Requirements



Minimum Eligibility Requirements

  • Associates degree with 4-6 year related glass and aluminum work experience preferred.
  • Proven working experience in customer service.
  • Must be able to multi-task, be organized, efficient, and accurate.
  • Must have excellent communication (written and oral), interpersonal, conflict management, and time management skills.
  • Experienced user of Microsoft Office suite.
  • Listening skills and data collection with attention to detail are essential.
  • Ability to calculate discounts, interest, commissions, factions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
  • Must pass criminal background check.

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