Customer Service Representative – Service
Position Overview:
The Customer Service Representative (CSR) will be the first point of contact for customers and will act as an interface between the customers and the company for post-sales support. The person in this role will help get customers acquainted with the people, products, services, and resources that are available to them. The CSR will provide customer support as it relates to order entry, order inquiries, shipping information, product information, customer pricing, and be the go-to person for all post-sale questions and issues including Collections.
Reporting Relationship: The Customer Service Representative reports to the Service Manager.
Responsibilities/Accountabilities:
•Adhere to and reinforce customer service policies and procedures.
•Create work orders, customer orders, purchase requisitions, and invoices within the ERP software system.
•Utilize customer portals to receive and submit documentation as appropriate.
•Perform daily operations including order entry, order inquiry, collections, customer inquiries, and return authorizations.
•Track and report relevant data to determine customer service outputs and other business results.
•Demonstrate excellent customer service skills, including fast response time.
•Provide product or service information to assist customers in making buying decisions.
•Assist outside and inside sales team as needed; this may include lead generation, offering product upgrades, or providing training to customers on our customer portal.
•Handle customer complaints; escalate as appropriate.
•Responsible for collections of customers' outstanding AR balances.
•Ensure compliance with sales tax procedures.
•Understand and adhere to customer pricing levels.
•Collaborate with shipping to ensure both groups are working together to follow proper procedures.
•Assist with answering company phones and handling customer service calls.
•Work with suppliers to provide shipping information to customers.
•Process and maintain records for the service department, including customer close-out and submittal documents, permitting, order follow-up, and warranty tracking.
•Perform other duties and projects as assigned.
Scrap Program Administration
•Administer battery recycling program:
o Secure Purchase Orders from battery recycling company.
o Schedule scrap battery pick-ups and deliveries.
o Issue recycle certificates to customers.
Asset and Regulatory Administration
•Administer equipment maintenance records and calibration (battery testing equipment, load banks, digital multi meters, hydraulic crimpers and other equipment used in the field).
Skills/Knowledge:
•Excellent communication and interpersonal skills
•Excellent listening and problem-solving skills
•Excellent planning and organizing skills
•Experience working in a help desk environment
•Patience, confidence, and tact while dealing with complex issues
•Ability to quickly adapt to changes in priority
•Ability to work independently
Personal Attributes:
•Demonstrates honesty and integrity in work and relationships
•Demonstrates servant leadership principles with internal and external customers
•Demonstrates innovation/creativity in work
•Possesses strong work ethic and takes ownership of both company and client goals/objectives
•Focused on understanding, meeting and exceeding customer expectations
•Focused on collaboration and teamwork for the mutual success of the company and its employees
Travel Expectations: Limited travel
Posting Qualifications:
•High school diploma or equivalent
•2-4 years customer service experience
•Knowledge of customer service principles and practices
•Experience working in a help desk environment
•IFS or similar ERP software experience
•Proficient in using Microsoft Suite of products including Excel, Word and PowerPoint.
•Proven written and oral presentation skills
At HM Cragg, we invest in your growth with training, tuition assistance, and development opportunities, including the potential for advancement within the company. As an employee-owner, you'll receive shares of stock in our company each year that you meet eligibility requirements. You'll enjoy additional benefits such as PTO and paid holidays, company-paid Life and Disability insurance, 401k match, and contributions to Medical, Dental, and Vision Insurance.
full time
$62,400-$72,800Minneapolis, MN1 day ago
