Customer Service Representative

Full job description

PRINCIPAL RESPONSIBILITIES AND RELATIONSHIPS:

Communicate with customers, coworkers, and other department in a professional, courteous, and friendly way (applies to all communication; written, verbal as well as in person)

Reply to customers within 24 hours to all requests to confirm we are working on their request

• Applies to all communication, email, phone, voicemail, fax etc.
• Applies to questions; RFQ, PO, update requests and general questions
• Confirm receipt and give an estimate of when you will reply with answer

Perform customer (3rd party and Inter-co) sales and support duties as assigned to ensure the effective sales and delivery of NOV Brandt products. This includes, but not limited to:

• Respond to all customer requests for quote of Brandt equipment, spare parts and screens as assigned.
• Process all purchase orders for equipment, spare parts and screens as assigned.
• Expediting of orders within the Customer Service group.
• Act as a liaison with customer to resolve any discrepancies or issues
• Proactively manage customer expectations
• Responsible for all customer satisfaction from RFQ to invoice
• Review all inquiries and orders to ensure legal and export compliance
• Communicate with all departments to ensure all functions are coordinated including inventory, accounting, logistics, etc.
• Maintain and file copies of orders according to company standards
• Work with Quality Control to ensure that all requirements under the QMS are fulfilled
• Process Material Return Authorizations with management approval
• Help resolve Accounts Receivable issues
• Participate in training and development classes as assigned; Training is to be determined by the Supervisor as the need arises.
• Any other duties and tasks as assigned by supervisor or manager.

Review and process Sales Orders based on customer PO. Review must look for discrepancies that may create problems for a smooth process of order. (24 hours to get SO created in JDE)

• Customer PO number must be correct on Sales Order
• Check that price, delivery, quantity, and unit of measure agrees with quote.
• Freight Terms same as on NOV Sales Quote
• Review what documentation is asked for in customer PO
• Check for any certificate requirements
• Look out for terms that cannot be fulfilled as in penalties, door to door requirements etc.
• Check for US Export Compliance; final destination and boycott/anti-boycott regulation.
• Communicate with Supervisor, Manager or Legal if necessary.

Manage your customer needs and expectations by proactively reviewing open orders.

• Review open order report on a weekly basis
• Update JDE if orders are past due
• Communicate with buyer/expediter to alert that order is late
• Proactively inform customer of delays and changes to promised delivery date
• Follow up on expiring quotes
• Maintain customer file (Buyer contact information)
• Set up a back-up CSR and email notification when you are out of office.

NOTE:

• Customer Service Representatives could be required to work beyond the minimum 40-hour work week to ensure all schedules and communications are completed in a timely manner.
• The employee will be required to demonstrate minimum acceptable skills. (See attached Job Analysis)
• The company has the right to change and/or add to a job description if they determine that it is necessary.

JOB ANALYSIS

List the minimum requirements for this position with an explanation as to why necessary.

• High School Diploma or G.E.D. equivalent

• Computer Experience. Software to include Microsoft Office and Oracle JD Edwards preferred

• Excellent written and oral communication skills.

• High level of organizational skills and attention to detail

• Customer Service Experience

• Minimum of 45 WPM typing speed required.

• Ability to prioritize and work on multiple projects.

• Ability to work in a fast-paced environment.