Hybrid Customer Service Rep. at THE JOR-MAC COMPANY INC

Description

SUMMARY OF POSITION:

The Account Representative is responsible for day-to-day customer account activities. Works with production to determine accurate customer information and relays that appropriately to customers. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time. 

• Enters orders and quotes in a timely manner as determined by company policy.
• Makes outbound follow-up calls to existing customers by telephone and email to follow up on quotes, obtain orders, etc. 
• Handles inbound calls to convert calls into sales for existing accounts only.
• Overcomes technical and business objections of existing customers. 
• Provides an update to customers on existing orders as requested or as changes are made.
• Communicates with other departments and management to resolve problems and expedite work. 
• Resolves complaints and answers questions of customers regarding orders and timelines. 
• Processes engineering change notices for changing parts and processing new parts through Engineering.
• Audits all orders; checks to see if revision changes have occurred and then process accordingly.
• Builds and maintains customer relationships. 
• Prepares reports of business transactions. May assist in forecasting, etc. 
• Reviews and checks work of team members such as reports, records, and applications for accuracy and content, including but not limited to, open order reports, order confirmations, etc. 
• Enters data for current customers into computer database. 
• Assists other team members when workload permits. 
• Maintains safe and clean working environment by complying with procedures, rules, and regulations. 
• Adhere to all Jor-Mac and OSHA safety related work rules and procedures.
• Other duties as assigned or required.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or abilities required.

• High school diploma or general education (GED) and two to five years of previous customer service or account management experience and/or training; equivalent combination of education and experience.
• Possess a strong working knowledge of MS Office products.
• Excellent skills for communication, both written and oral. 
• Ability to enter orders and information via customer portals as necessary.
• Exhibit a high sense of urgency; prompt on customer follow-though and responsiveness.
• Ability to effectively present information and respond to questions from managers, customers, and co-workers.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; occasionally required to sit and talk; frequently required to hear, walk and continuously stand and reach with hands and arms. The employee will frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision and the ability to adjust focus. The noise environment for this position is quiet.