Customer Support Representative
Customer Support Representative
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Job Description
Position Purpose:
Under direct supervision reporting to the Manager/Supervisor to support the process of providing products and services per established policies and procedures to meet quality standards and expectation of the customer in a timely manner. Responsible for the account administration and interfacing with customers at a journeyman level limited experience product and customer knowledge. Includes but is not limited to customer order administration for new sales repairs and warranty sales and coordination within organization for technical or engineering support and services as required.
Essential Functions:
Process and maintain customer purchase orders external customer purchase order systems and electronic data interchange (EDI)
Compiles and generates various customer/sales reports
Contract review of customer purchase orders
Maintain off-line sales systems as required (i.e. Product Master FACT)
Responds to customer pricing requests per established price list
Interacts with other departments as required (order status delivery updates warranty & quality)
File and maintain documentation
Interfaces with customers on a day-to-day basis
Over-time may be required with little or no notice to accommodate customer needs
Prepares and submits customer quotations per established price list/catalog
Responds to internal and external customer questions
Other Essential Functions:
May respond to other administrative requests from Account Managers
May input forecast information
Picks up and distributes department mail
Cross train with other Customer Support Representatives
Small international locations may be involved in other administrative tasks from other functional areas (i.e. payment processing after hour calls)
May provide limited coverage (short term) for account management function
Actively participates with account receivables management (collection process validate PO to sales order collections etc.)
In some locations may be responsible for supporting the Switchboard/Lobby
Knowledge Skills & Abilities:
Solid knowledge of computer systems and software applications
High level of professional communication and interpersonal skills
Must work effectively in a team environment
Able to multi-task detail-oriented and able to prioritize workload efficiently
May be required to have multi-lingual language capabilities dependent on customer base or location (verbal and written)
Solid understanding of the sales process
May be required to understand and apply international commercial transaction specifics
Sound judgment and decision-making skills regarding routine day-to-day functions
Thorough understanding of the organization and internal resources
Education:
US High School Diploma
Experience:
Demonstrated work experience in customer-interface role and general business process understanding
Required Experience:
Unclear Seniority
Employment Type
Full-Time
