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Customer Service Representative

Company: Ceco Environmental
Location: Indianapolis
Posted on: October 12, 2018

Job Description:

POSITION TITLE: Customer Service Representative

DEPARTMENT: Fluid Handling Solutions (FHS) - Specialty Pumps

REPORTS TO: Inside Sales Manager

DATE CREATED: May 2018

POSITION SUMMARY
The Customer Service Representative (CSR) is responsible processing incoming customer orders, quotes and requests for products and information. Establishing and communicating price and availability of products and services. The CSR will possess broad knowledge of the division's product and service offerings along with their respective markets.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Major responsibilities of the position are listed below. To perform the job successfully, an individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

--- Receives and processes customer orders
--- Creation, maintenance and follow-up of quotations
--- Timely and professionally handles all telephone inquiries related to orders and shipments, and communicates additional information as required
--- Analyze and determine opportunity for cross-sell and up-sell potential
--- Handles customer complaints and issues as professionally and as efficiently as possible; places them in contact with the proper department when required
--- Assists Inside Sales Manager, Application Engineers, Regional Sales Managers, Production and other inter-company departments, as required, to meet company goals and objectives
--- Developed maintain working knowledge of CECO Specialty Pumps complete product line
--- Operate as the lead point of contact (internal and external) for all Return Goods Authorization (RGA's), Credit Memos and Cost of Quality order processing
--- Liaison between Scheduling, Shipping, Sales, Engineering and Customer Service to facilitate order fulfillment issues and updates.
--- Create and run reports within Microsoft Excel and Salesforce.com
--- Proactively work to solve customer, product or pricing issues in a timely fashion
--- Other job duties as required.

EDUCATION AND EXPERIENCE
--- Bachelor's Degree; preferred
--- 2 years Customer Service or Inside Sales experience; preferred
--- Strong computer knowledge including MS Office applications and CRM management (Salesforce.com)
--- Proficient in MS Excel Reporting, required
--- Strong verbal and written communication skills
--- Ability to perform work accurately and thoroughly.
--- Sound decision making, problem solving and time management
--- Ability to communicate at all levels and with customers and distributors
--- Collaboration with different groups to accomplish goals
--- Excellent time management skills
--- Strong problem solving, organizational, and analytical skills
--- Ability to excel in fast paced environment encompassing company growth and change
COMPETENCIES

KNOWLEDGE
--- Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
--- English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
--- Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
--- Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

SKILLS
--- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
--- Speaking - Talking to others to convey information effectively.
--- Service Orientation - Actively looking for ways to help people.
--- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
--- Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

ABILITIES
--- Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
--- Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
--- Speech Clarity - The ability to speak clearly so others can understand you.
--- Speech Recognition - The ability to identify and understand the speech of another person.
--- Near Vision - The ability to see details at close range (within a few feet of the observer).

PHYSICAL DEMAND AND WORK EFFORT
--- Keying/typing, sitting, standing, walking.
--- Constant mental and/or visual attention; the work is either repetitive or diversified requiring constant alertness in an office environment.
--- The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during normal performance of the job.
--- Compliance with company attendance standards.
--- Travel requirements vary from 30-50+%, depending on time in role and experience in market.
--- FLSA status: Non-exempt, hourly

Keywords: Ceco Environmental, Indianapolis , Customer Service Representative, Hospitality & Tourism , Indianapolis, Indiana

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