Customer Service Representative

Description

Under the supervision of the Customer Service Manager, the Customer Service Representative provides outstanding service to Global Abrasives’ customers, both external and internal, providing product, service, shipping information, enters orders, and quickly resolves any customer issues with accuracy, efficiency and courtesy. The Customer Service Representative also supports efficient order fulfillment and customer satisfaction through accurate receiving, inventory updates, and order allocation.

Essential Duties and Responsibilities

· Answer incoming customer calls and emails regarding products.

· Provide and process accurate and timely quotes.

· Provide support to customers for existing orders.

· Assist in processing customer returns and/or claims.

· Troubleshoot issues and suggest product solutions.

· Accurately enter orders into ERP system received via telephone, fax, and email.

· Upsell additional products and accessories when appropriate.

· Performs accurate and timely processing and invoicing of freight shipments, trade show material, and sample/demo orders.

· Liaison between clients and carriers for providing necessary documents to customs brokerage, tracking international shipments to ensure customs clearance on time without any demurrage charges; if applicable. 

· Receive and process vendor purchase orders by checking in shipments and ensuring timely delivery.

· Accurately enter received goods into the inventory system to maintain up-to-date inventory.

· Review incoming inventory for open customer orders, and allocate product accordingly to fulfill demand efficiently, and reduce backorders.

· Demonstrates basic knowledge of incoterms.

· Assist other departments in resolving customer or order-related issues.

· Assist with coordinating tools/orders sent in for repair.

· Performs other related duties as assigned.

Physical Job Requirements and Work Environment

· Safety is our top priority! The safety, health and well-being of our team is our leading value!

· Must be able to physically perform all job duties. Reasonable accommodations may be made to enable individuals to perform all essential job functions.

· The work environment is an office setting. Candidates will be required to sit, stand, walk, bend and carry. The noise level is quiet.

· Prolonged periods sitting at a desk and working on a computer.

· Hearing and eye protection provided. Safety shoes and prescription safety eyewear covered by reimbursement program.

Requirements

 Knowledge, Skills and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

· 2 to 5 years of direct customer service/inside sales experience.

· Working knowledge of Industrial Products is required.

· Proficient in MS Word and Excel.

· Excellent phone demeanor.

· Motivated, organized, and enthusiastic.

· Willingness to learn, grow and function effectively in a team environment