Customer Service Specialist - MRO

Customer Service Representative

Position Objective : Provide world-class customer service by exceeding customer expectations using advanced soft skill techniques, advanced product and system knowledge, and timely yet thorough problem-solving / dispute resolution. This role will serve as a cross-functional liaison working with other departments, including Sales, Accounts Receivable and Operations, to ensure customer satisfaction.

Key Accountabilities

• Collaborate with customer, direct sales team, and other departments to provide information about products and services, quotes, order entry including will calls, order confirmations, invoice copies, customer complaints, and order status / maintenance.
• Receives, investigates, and responds to customer inquiries while prioritizing urgent matters.
• Maintain knowledge on lead times, product information, pricing, shipping schedules and other information to accurately and efficiently.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in SAP and PC software systems.
• New Customer Set-up in SAP including working with the credit and collections department to process credit application.
• Maintain knowledge on company products and processes.
• Customer Master File Maintenance including updating contact information, sold-to, ship-to, shipping terms, pricing, and customer specific text requirements.
• Assists Credit department with invoice disputes and billing error resolutions.
• Provide freight estimates as required to ensure customer satisfaction; work with Operations on delivery / freight estimates as required to ensure accuracy.
• Performs other duties as assigned.

Requirements

Position Requirements :

Must exhibit the following core competencies :

Additional Requirements :

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.