Customer Service Rep

Full job description

RBC Bearings Incorporated (NYSE: RBC/RBCP) is a leading international manufacturer of highly engineered precision bearings, components and essential systems for the industrial, defense and aerospace industries. Founded in 1919, the Company is primarily focused on producing highly technical and/or regulated bearing products and components requiring sophisticated design, testing and manufacturing capabilities for the diversified industrial, aerospace and defense markets. We currently have 56 facilities, of which 37 are manufacturing facilities in ten countries and our market capitalization is approximately $6.2 billion.

JOB TITLE/LOCATION:

Customer Service Rep – Baldwin Park, CA

DESCRIPTION:

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. This position must be willing and able to travel to support other RBC divisions at most once a month.

ESSENTIAL FUNCTIONS OF THE JOB:

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Manage large amounts of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Resolve customer conflicts via phone, email, mail or social media
• Use telephones to reach out to customers and verify account information
• Assist with placement of orders, refunds, or exchanges
• Take payment information and other pertinent information such as addresses and phone numbers
• Utilize computer technology to handle high call volumes
• Work with Business Development Manager to ensure proper customer service is being delivered
• Compile reports on overall customer satisfaction
• Resolve customer complaints via phone, email, mail or social media

The preceding functions have been provided as examples of the types of work performed by employees assigned to this job function. Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

EDUCATION:

High School diploma or General Education Degree (GED).

EXPERIENCE:

• Minimum of 1-5 years related experience, and/or training, or equivalent combination of education and experience
• Previous manufacturing experience in a similar role (preferred)

KNOWLEDGE/SKILLS/ABILITIES:

• Attentiveness; ability to understand customers needs is crucial for providing great service for a number of reasons.
• Patience; ability to stay calm when confused/frustrated customers reach out for customer support
• Product Knowledge to be able to provide accurate information
• Clear communication; ability to write, speak, and listen effectively
• Technologically savvy; able to understand modern technology (phones, computers, etc.)
• Conflict Resolution; understanding and finding solutions to customer’s needs
• Positive Attitude; the ability to make minor changes in your conversational patterns
• Basic-Intermediate skills with Microsoft Excel, Word, PowerPoint etc.

This role is subject to compliance with the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), which requires the incumbent to be either a US citizen, lawful permanent resident [“green card” holders], or have refugee or asylee status).

Please note that the salary range information is only applicable for California. The pay range represents the low and high end of the salary range we reasonably expect to pay for this position at the time of posting. An employee’s pay position within the salary range will be based on several factors, including, but not limited to, geographic location, experience, education, skills, qualifications, performance, and business or organizational needs. Salary Range: $22-25 hourly. Relocation assistance not available and we are only considering local candidates.

RBC Bearings is an Equal Opportunity Employer to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws

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