Customer Service Representative - Ohio

JOB SUMMARY

The Customer Service Representative’s primary responsibility is to provide exceptional customer service via inbound phone calls, and timely execution of sales and rental requests. Duties also include ensuring order requests are delivered, shipped, and generally provided to customers in a timely manner. The Customer Service Representative will also be responsible for inventory management and systems maintenance.

This is an on-site position located at our Canton, OH branch and reports directly to the Global Customer Service Manager.

ESSENTIAL FUNCTIONS

• Answering phones in a timely and courteous manner.
• Greeting visitors and assisting them and/or directing them to the appropriate StoneAge staff.
• Performing order entry for Branch customers, regional customers, and overflow from other locations
• Understand and adhere to the Sales Processing Expectations.
• Process all Epicor duties as outlined by the branch manager including RMA’s, PO’s, rental invoicing, inventory controls.
• Support of company CRM management to include data entry, data audit and verification and data mining to support sales and marketing initiatives.
• Coordinate walk-in sales and rentals, including price quotes, invoices, and rental agreements.
• Schedule, complete, and process cycle counts for inventory control.
• Assist with Branch Operations including order fulfillment, shipping, inventory stocking and receiving.
• Perform any additional duties as required by the Branch Operations Manager.
• Participate in the Branch On-Call schedule.

KNOWLEDGE AND TRAINING REQUIREMENTS

• Commit to being aware of new products, techniques, functions, and applications.
• Be familiar with all existing StoneAge product lines and product applications.
• Processes and procedures for opening new accounts, completing sales orders, RMA’s, and PO’s.
• Understand freight terms, requirements on customs documentation, shipment tracking and general shipment information.
• Understand and utilize other internal tools such as jetting charts, technical manuals, etc.
• Microsoft Office software (Word, Excel, Sharepoint, Outlook, and others), Salesforce, Epicor functions to provide excellent customer service.
• Respond to customer needs by embracing the StoneAge Own-It Mindset.
• Have the ability to establish and maintain positive working relationships with other employees and to communicate and interact effectively with management and team members as all levels through both verbal and written means.
• Complete Forklift certification through StoneAge’s training program.
• Employ a strong continuous improvement mentality, constantly looking to drive improvement in the effectiveness and efficiency of StoneAge work processes.
• Demonstrates the “Own It” mindset and fosters the mindset inside the Manufacturing teams.
  • Be a Great Teammate
  • Practice Self-Leadership
  • Deliver on the StoneAge Assurance Promise

OTHER INFORMATION

• The starting salary for this position is estimated to be between $50,000 and $55,000 depending on experience.
• Extended working hours may be needed at peak times or when short staffed.
• Expected to work a consistent, dependable schedule with advance notice of time off requests whenever possible.
• Travel may be required.
• Must be able to lift heavy loads using proper lifting techniques as outlined in the StoneAge Employee Handbook.
• Follow all additional Safety Protocols as outlined in the StoneAge Safety Handbook.
• We value the diversity of the people we hire and serve. Diversity at Our Company means fostering a workplace in which individual differences are recognized, appreciated, respected, and responded to in ways that fully develop and utilize each person’s talents and strengths.
• Research shows that oftentimes women and other minority groups only apply to open roles if they meet 100% of the listed criteria. StoneAge encourages everyone – including women, people of color, individuals with disabilities and those in the LGBTQIA+ community – to apply for our available positions, even if they don’t necessarily check every box on the job description.

Benefits

StoneAge offers a comprehensive benefits program that includes group health, dental, and vision insurance, life insurance, long-term disability insurance, paid time off, paid holidays, a 401(k) plan with a guaranteed match, paid parental leave, a wellness rewards program, and much more.

We are an employee-owned company with profit-sharing and an Employee Stock Ownership Plan ("ESOP"), in which shares of company stock are allocated to eligible employees each year.