Customer Service Rep

PURPOSE AND SCOPE

This position is responsible for ensuring customer satisfaction by timely and professional administration of all customer issues regarding their orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• This position acts as the focal point for the gathering and dissemination of information between customers, vendors, sales personnel, and the Arbon districts for new jobs and orders.

• This position is responsible for gathering necessary order related information from all parties and assuring it is accurately communicated to those who need it. If unable to secure necessary information, this position is responsible for securing the assistance of the District Operations Manager, as needed.

• Coordinate information flow for new equipment jobs using order logs, order management, and entry systems.

• Create and maintain accurate and complete job files, work orders and information to include maintenance, reconciliations and filing processes.

• Work with customers, contractors, and vendor to assure order requirements are achieved, orders are released, and shipping dates meet customer expectations.

• Review vendor invoices for accuracy and properly code and post into corporate order management system and that they meet corporate accounting requirements.

• Review job costs and gross profit to ensure accurate invoicing and minimize profit erosion.

• Assist with resolution of collections issues.

• Ensure incoming equipment orders meet standards per AQBP and advise appropriate parties if they do not.

• Create and maintain accurate and complete job files.

• Create Work Orders to support the equipment installation process.

• Create purchase orders for allied equipment.

• Maintain a strong working relationship with supported district's Installation Coordinators.

• Enter and administer equipment orders for both Rite-Hite and allied equipment vendors following the appropriate procedures for each vendor. Maintain a smooth order flow, assure release dates and shipping schedule meet customer requirements. Expedite orders when necessary.

• Review vendor invoices for accuracy and properly enter into the system for payment.

• Process all submittals, contracts, insurance certificates, and any other similar documents necessary to release and invoice orders.

• Assist District Management and sales personnel in resolving collections issues. This includes effectively interfacing with customers to ascertain and document billing procedures to assure timely payment of Arbon invoices.

• Work to consolidate shipments to minimize freight costs while meeting customer requirements.

• Review completed job files to ensure that profit erosion is minimized. Analyze and communicate variances to District management as required.

• Cross-train with other administrative personnel to provide additional help during heavy workloads or back-up during absences.

• Other Duties as Assigned.

EDUCATION and/or EXPERIENCE

The successful individual will possess:

• High school diploma or GED and one year or more related experience and/or training.

KNOWLEDGE / SKILL REQUIREMENTS

The ideal individual will demonstrate:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

• Ability to write reports, business correspondence, and procedure manuals.

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

SUPERVISORY RESPONSIBILITIES

There is no supervisory responsibility.