Customer Service Representative

Job Summary

Provides excellent customer service to dealers, sales representatives and/or consumers via phone and email. Enters orders, resolves issues and maintains accurate and up-to-date records on communication

KEY RESPONSIBILITIES

Responds to inquiries, resolves routine issues (referring more difficult problems upward) and educates and acts as a resource on company products via phone, email and other methods as appropriate. Documents inquires, issues and resolutions, and education provided as required.

* Performs upselling and cross selling to dealers which includes but is not limited to new products, items released from backorder, replacements for discontinued items, special promotions, closeout items and replacements for returned items.

* Enters orders into the system, resolves order questions and documents communications accordingly.

* Issues credits and returns, obtains return authorizations, processes bills and participates in collecting cash as needed.

* Processes or coordinates setting up, maintaining and/or closing accounts in collaboration with the credit department, headquarters and/or other departments. Facilitates the closing of dealer accounts by communicating with appropriate parties, closing open orders and deactivating the dealer.

* Runs routine reports and independently creates reports to support department activities.

* Responsible for international documentation, invoicing, shipping and tracking orders (Not applicable to all locations and customer service representatives).

* Performs other duties as assigned.

EDUCATION AND EXPERIENCE REQUIRED

Education: High school diploma or equivalent.

Experience: Typically requires a minimum of 1 year of experience in customer service.

KNOWLEDGE, SKILLS AND ABILITIES

* Excellent verbal and written communication skills to effectively work with a variety of individuals, identify and solve problems and up-sell/cross-sell products. In addition to reading, writing and verbally communicating clearly in the native language of the region the representative is serving, may be required to speak clearly in another language as defined by the region.

* Proficiency in the Microsoft Office (Word, Excel, Outlook) or similar products and the ability to easily learn applications.

* Demonstrated experience and skills in effectively and efficiently responding to customer inquiries using the phone and email.

* Skills in effectively problem solving routine issues and ability to escalate issues as needed.

* Basic mathematical skills which include the ability to add, subtract, multiplication and division with the assistance of a calculator.