Customer Service Representative

Customer Service Rep
Customer Service Representative receives and coordinates information on customer needs including quotations, orders, lead times, delivery information etc.; coordinates with engineering, production, accounting departments and management when necessary.
Key Role Deliverables:

• Coordinates information on requests for quotations, orders and lead times from internal (HITEC Engineers, production personnel) and external customers. Relays pertinent information.
• Coordinates with other departments in handling purchase orders and providing service to customers.
• Achieves and maintains rapport with customers and works towards giving best possible customer service.
• Uses Syteline (CSI) ERP System and Salesforce (CRM system) to record and retrieve customer information, stock status, purchase order status, enter and make changes on customer sales orders, performs daily invoice run, prints daily pack slips and coordinates shipment method and necessary paperwork for each customer order.
• Administers quotations, sales order requests set up by engineers.
• Ensures that correct information is used for retrieving and inputting information into ERP System.
• Acknowledges purchase orders and order information to customers.
• Performs follow ups on quotations, customer inquiries and shipments. Tracks all follow ups on spreadsheets and in customer relationship database as needed.
• Handles needs of Sales representatives (information requests, bookings and sales reports, literature requests).
• Checks with Accounting Department concerning credit status and assists with credit issues as needed.
• Assists Accounting with Collection of Past Due Accounts.
• Relays delivery status and coordinates shipment information, maintains on time delivery status in Syteline (CSI10) ERP System.
• Assigns RMA numbers for returns and administers appropriate paperwork and information.
• Acts as Front Desk Support – (Visitors, Mail and other required activities)
• Performs administrative duties as assigned.
• Answering Teams Phone System – Operator and Personal Lines

Experience:

• High school diploma or general education degree (GED)
• Intermediate knowledge of Outlook, MS Office (Word, Excel, PowerPoint)
• Experience with ERP and CRM applications.