Description:
Thomson Industries is looking for Customer Service Representative.
Essential Duties And Responsibilities
- Along with those identified below, other duties may be assigned.
- Enter orders into ERP system with 24 hours of receipt of order with high accuracy levels.
- Provide quotations on standard and non-standard products utilizing tools or procedures. Offer complementary products where appropriate.
- Proactively provide customer support to key accounts within defined territory. Act as the customer advocate within the Thomson organization.
- Review and validate customer requests for credits/debits.
- Receive incoming calls with the goal of immediate resolution or re-direct call to appropriate associate to support service standards of 95%+ accessibility and first call resolution
- Promote/train distributors and customers in the use of self-service tools.
- Issue RMA’s (Return Material Authorizations), interpret and quote repair policies and procedures. Follow-up and obtain approvals where needed.
- Work with Operations to expedite deliveries as required by customer.
- Maintain customer records in accordance with Thomson policy to include orders, credits and other customer facing documents.
- Promptly address customer issues or complaints with the assistance and or input of other internal associates.
Job Requirements
Education And Experience
- Minimum of 3 years’ customer service experience is required. Experience in a manufacturing environment and/or related industry is preferred.
- Previous experience with SAP (ERP) preferred.
- Proficiency in MS Office required.
Language Skills
The ability to read and interpret documents such as general business periodicals, safety rules, quality instruction and process documentation, technical and procedure manuals. Ability to effectively present information and respond to questions verbally and in written form.
Mathematical Skills
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.