The Customer Service Representative and Service Assistant (CSRSA) is an office-based part of the customer sales and service team. The CSRSA answers customers’ telephone and email inquiries regarding service parts, order status and provides administrative support to the service reps. The CSRSA works with the Customer Service and Quality Manager to respond to customers’ inquiries on product announcements and general customer communication, as well as sometimes managing some customer information databases. The CSRSA also assists in maintaining the service parts price lists.
Duties and Responsibilities
1.0 Answer the phone or receive emails for service parts quote requests and orders from customers:
1.1 Understand and document the customer requirements and specifications including: equipment the part is needed for, quantity, desired delivery date, scheduled delivery date and any other items of importance to fulfill customer’s requirements.
1.2 As requested respond with pricing and shipping information using the correct price list.
1.3 Follow up with the customer to obtain missing information.
1.4 Prepare the quote, including lead time, and enter it into the ERP system for follow up and send it to the customer.
1.5 Follow up with the customer to ensure that any questions or ambiguities in the quote are resolved eventually either winning the quote or considering it lost/inactive.
1.6 Enter the order into the ERP system.
1.7 If an item ordered is not in stock:
1.7.1 Notify Purchasing that there is an order for the item. It will also appear on his “MRP Items Planning Worksheet” in ERP.
1.7.2 If the item needs to be manufactured, notify the Production Process Coordinator of the need and inform the team that it is a firm order waiting for shipment.
1.7.3 Notify the Shipping Department that an order has been entered into the ERP system.
1.7.4 Prepare any special documentation that is required for the order, for example Commercial Invoices.
1.8 Check order status daily to ensure timely customer informational responses.
1.9 Determine that the Customer’s credit is approved or whether the order must be sent CIA (Cash In Advance). Note on sales quote.
1.9.1 Continue to follow up on CIA Orders until payment is received, at which time create the order as noted above.
2.0 If an order is from a new customer, obtain a properly completed credit application and forward it to Accounting for evaluation and approval.
2.1 Once credit is approved update ERP System and advise the customer.
3.0 Communicate effectively with customers and internal departments as needed concerning the customer order requirements.
3.1 Discuss scheduling limitations that apply to the order;
3.2 Communicate all schedule, quality, and delivery information to the customer as soon as possible after they have been established;
3.3 Document all communications with customers and operations management regarding the job.
4.0 Maintain any required tracking/reporting accumulating the sales activity for service and service parts.
4.1 Update the spreadsheets daily so that management can make inquiries as needed, this will be replaced in the long term by ERP reports.
4.2 Provide weekly sales numbers to the Sales Department for reference.
5.0 Prepare customer invoices for both service work and service parts sales.
5.1 Ensure that shipping charges have been determined and are included in the invoice as appropriate.
6.0 Place outbound calls and write emails to customers soliciting orders for service parts.
7.0 Issue and track Return Material Authorization requests.
8.0 As the Klinge service business expands, ensure that service parts are available for repair jobs that technicians work.
8.1 Accept tech calls for repair parts.
8.2 Ensure that the part is available or provide an estimated availability date.
9.0 As required, assist the Sales and Marketing Manager in maintaining the customer databases.
10.0 As required, assist the Customer Service and Quality Manager with internal Service department reporting and analysis.
General Duties and Responsibilities
1.0 Maintain friendly, cooperative relations with customers, vendors, company personnel and management.
2.0 Follow all Company personnel policies and procedures through out the office.
3.0 Demonstrate the ability to tactfully handle difficult situations.
4.0 Anticipate problems and provide contingency plans and recommendations.
5.0 Organize personal schedule to maximize productivity and time management.
6.0 Perform other tasks or assignments as delegated by the Customer Service and Quality Manager.
The incumbent has the authority to:
1.0 Accept orders from customers at standard prices that meet the Klinge guidelines.
2.0 Make calls to customers and potential customers to solicit business.
3.0 Maintain contact with customers concerning the status of their order and any other matter pertaining to the orderly transaction of business.
4.0 Keep databases current at all times.
1.1 High School diploma or GED Equivalent
1.2 Understanding of customer service procedures.
1.3 Associates Degree in Business or Marketing desired, but not a disqualifying requirement.
2.1.1 Over 1 year of experience as a Customer Service Representative/direct customer representative.
2.1.2 Medium degree of computer literacy
2.1.3 Experience with ERP system
Integral and External Generator Sets. Klinge is looking for highly motivated individuals to join our team. Demand for our products is growing quickly and
we are determined to meet the demand head-on by increasing our production and administration capacity. We offer competitive wages and a generous benefits
plan―including life insurance, health plan, vision plan, and dental plan.
Why Work Here?Klinge Corporation offers Dual Refrigerated Containers, Explosion-Proof Refrigerated Containers, Refrigerated Tank Containers, Ultra Low Temperature, Quick Thaw Units, and Integral and External Generator Sets. Klinge is looking for highly motivated individuals to join our team. Demand for our products is growing quickly and we are determined to meet the demand head-on by increasing our production and administration capacity. We offer competitive wages and a generous benefits plan―including life insurance, health plan, vision plan, and dental plan.
Great Benefits and room to grow!