Customer Service Representative

POSITION SUMMARY:

This Customer Service Rep will be responsible for customer service contacts with regional sales area companies to ensure delivery of excellent customer service. The position exists to assist our customers with prompt and accurate support and information that they need in order to purchase from our company. This position is responsible for driving increased sales by developing strong relationships with our customers through conducting outbound communications (phone calls, e-mail, etc.). The position will work closely with Production, Supply Chain, and Field Sales to develop effective communication tools highlighting the value of H-E Parts International product offering.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

- Conduct outbound communications with our customers offering and educating customers on product value and functionality.

- Provide support to customers and representatives via telephone, fax, or e-mail on a daily basis.

- Assume responsibility for establishing and maintaining effective, professional business relationships with customers.

- Communicate with Field Sales, Production, and Supply Chain departments to enhance our effectiveness of achieving sales goals.

- Process customer orders through the order entry system verifying pricing, quantities, part numbers and routing.

- Assist customers with product information including pricing, and availability.

- Assist customers with emergency orders as well as orders and/or issues relating to special customer requirements.

- Take personal responsibilities to resolve customer complaints regarding deliveries, pricing and warranty issues.

- Follow through quickly and completely to ensure the external or internal customer is satisfied

- Create and/or update accurate records of customer communication and transactions.

- Process customer orders through the order entry system verifying pricing, quantities, part numbers, and routing, attention to detail is key.

- Maintain privacy of customer account information

- Proficient and understanding of project creation for service exchange re-man and warranty units.

- Run back order report of assigned accounts and extent open order report to existing customers.

- Assist with financial portals (SAP/Oracle) is required.

- Proficiency in complex customer account handling cross-training is required.

- Processing invoices for customers and initiating credit returns as required.

- Assist sales with core due reporting to the customer.

- Other duties/special projects as assigned.

Profile

Education & Qualifications

- High School Diploma or equivalent required

- 2-4 years’ customer service and inside sales experience with demonstrated competency.

- The ideal candidate will have experience in the mining and/or industrial sector.

- Experience selling into the International market is preferred.

Technical Skills

- Proficiency in MS Office Suite (Word, Excel, Access, Outlook, PowerPoint) required

Behavioral Skills

- Work independently and be a team player within the department and the organization.

- Exhibit exceptional organizational skills and be a problem solver.

- Work completely and accurately under time constraints and deadlines.

Physical Requirements

- Work in a fast-paced environment and prioritize multiple work assignments.