Job Title: Customer Service
Company: Oxygen Service Company
Location: Appleton or Milwaukee, WI
Reports To: Customer Experience Manager
Job Status: Non-Exempt
Purpose of the Position:
The Customer Service team is responsible for providing exceptional customer service and support to core accounts and the Sales department. This will include generating quotes, directing/taking incoming calls, providing follow up with customers, maintaining customer relationships and answering questions, researching products and pricing, proactively make sales calls to customers suggesting add on sales. They will also respond to website sales inquiries and share leads with sales team. They will also perform and review various reports with accuracy to maintain customer business.
Essential Duties and Responsibilities:
- Provide exceptional customer service to all internal and external customers
- Field incoming calls to assist with product research and pricing, quote generation, order creation and confirmation, tracking shipments, backorder information and open order processing
- Create accurate orders in ERP system providing customer with order confirmation
- Communicate with vendors and purchasing to maintain inventory of products for orders and stock quantities
- Assist with Ecommerce ordering creating quick lists
- Handle customer complaints with regards to orders/products that are missing, delayed or damaged
- Work with vendors to determine accurate lead times for products that are not in stock
- Enter contract pricing or special pricing for products as applicable
- Help sales in creating sales value document
- Review various reports such as GM, Open Order edit list, price override, etc. resolve discrepancies, and report back to Customer Experience Manager
- Assist in "On-boarding" and "Off-boarding" customers
- Complete bid package proposal for customers using company standardized quote package template
Other Responsibilities:
- Assist billing as needed by sending invoice copies and answer simple billing inquiries
- Serve as back up for Counter Sales when needed
- Perform other job duties as assigned by supervisor.
- Complete required vendor training modules, such as Miller Masters, Hypertherm Sales Pro, Lincoln, etc. and participate in onsite Vendor training sessions
Education, Experience and Skills:
- High School diploma or equivalency
- 2+ years customer service experience required
- 2+ years of experience working in an ERP system.
- Basic knowledge of welding and gases industry preferred
- Must be a team player and works well with others
- Proficient computer skills in Microsoft Office Suite and previous ERP experience required
- Possess good reasoning skills making decisions based upon facts, good math aptitude, and have high attention to detail
- Must be organized and have ability to multitask helping walk-in customers, phone calls and internal employees
- Demonstrate professionalism, excellent interpersonal skills, and the ability to adjust and interact with all levels of personnel
Equipment Used:
- Forklift, 2-wheel dollies, liquid carts and pallet jacks
- Standard office equipment, computer programs and technical manuals
- Handle various hand and power tools such as drills, screwdriver, box cutters, scanners, etc.
- Safety gear such as safety boots, safety glasses, gloves, etc. as applicable
Job Specifications/Requirements:
Ability to sit 5 to 6 hours a day with little walking, standing and lifting/carrying. Frequent twisting, bending, reaching, grasping and repetitive motions; extended sitting beyond 6 hours may occur, occasional lifting of 20- 25lbs is required, may at times lift up to 75lbs. Reoccurring Pushing/pulling of 25lbs up to 75lbs. Ability to work in moderately warm or cold conditions where high noise levels are possible. Willingness to travel as necessary for store coverage, training, seminars and customer site visits.
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MRA-The Management Association
Nov 20, 2024