Customer Service Rep in Kinston, NC at FIELD CONTROLS, LLC

Job Description

General Description:

Employee works in a direct customer service environment with both outward facing responsibilities to support channel partners (Representative Agencies, Distributors, Contractors, and Homeowners) and inward facing responsibilities to provide internal customer service support to Engineering, Operations, Quality, Finance, Administration, and Technical Staff.

Basic Responsibilities include

• Work in customer service department interpreting, responding to, editing, and entering orders.
• Requires basic to extensive knowledge of applications, sales policies and order entry procedures to support a diversified industrial business.
• Coordinates pricing of special items and materials with estimates. Verifies shipping dates based on backlog, if required.
• Responds to customer problems, complaints, or conflicts by making decisions regarding these when possible. Consistently uses a professional, tactful, respective demeanor, and good phone skills to resolve concerns.
• Demonstrates computer skills (proficiency in Microsoft Office, Excel, and preferably PowerPoint)

Essential Job Functions:

• Entering order. Follow SOPs and work instructions
• Answer multi-line phone system and route calls to appropriate person.
• Assist customers with order or product problems when possible or locate appropriate resource to assist.
• Learn new accounts set-up process and coordinate with accounting when appropriate.
• Issue RGA (Return Goods Authorization) and follow through to resolve issue when appropriate.
• Contribute and/or manage administrative duties as assigned to include literature requests, marketing facilitation, database updates, product samples shipping, filing, etc.
• Support company’s Representative Network (outside agencies managing territories).
• Assist “Inside Sales” with direct sales & marketing functions and projects.
• Other duties as assigned
  
  

Required Education and Qualifications:

• Competent to strong computer skills including Microsoft Office products, particularly Excel spreadsheet management.
• Background in distribution and/or OEM businesses and procedures covering; pricing and discounting, conditions of sales, customers, shipping instructions, and similar information.
• Good technical acumen to help clarify terminology, supply missing or misstated information, correct discrepancies in data, and write orders to facilitate and expedite order processing.
• Prefer individual with industrial/technical products experience in large SKU environments.
• Microsoft D365  experience preferred.
• High School graduate, some college

Skills and Specifications:

• Organized and detailed.
• Able to multi-task with multiple interruptions
• Excellent communication, phone skills
• Reliable
• Able to sort and manage multiple inputs from customers, plant staff, technical, and sales staff while still providing high quality customer service.
• Self-starter.