Customer Care Representative, Heil Environmental

Job Description:

Job Title:  Customer Care Representative

Operating Company:  Environmental Solutions Group - Heil Environmental

Location:  Fort Payne, AL

Reports to:  Customer Care Manager 

Department: Customer Care

POSITION SUMMARY:

Heil Customer Care Representatives (CCR) are primarily responsible for the screening, processing, and management of production orders for Heil dealers and national key accounts.  This is accomplished through extensive use of JD Edwards software, email and telephone communication as well as established procedures, in a complex, custom engineered manufacturing environment.  CCRs perform a variety of computer-based tasks with many being detail oriented and repetitive in nature. 

Heil Customer Care Representatives must display the highest degree of teamwork, sense of urgency, and attention to detail to be successful.  While working as part of the Customer Care team, this representative will have specific responsibilities for designated accounts.  As processes are refined across Heil’s manufacturing facility, Customer Care Representatives need the ability to implement and effectively communicate new policies, processes, and services in support of the overall customer satisfaction goal. 

The qualified individual will have the ability to understand the internal manufacturing and quality systems utilized, and then apply this knowledge to drive problem resolution for customer order issues.  The position will require the individual to communicate routinely with management, sales, operations, supply chain, key customers, local dealers, and end users in the performance of order management.

ESSENTIAL JOB FUNCTIONS INCLUDE:

• The qualified individual will have strong interpersonal and communication skills.  The Customer Care Representatives should be able to identify with the customer’s problems while having the internal drive to systematically work through and solve customer issues effectively.  Internal problem solving will include working with customers, and other Heil departments to analyze data, brainstorm solutions, and determine the root cause of the problems for permanent resolution.  The ability to work as part of a team to solve problems is critical to success. 
• The successful candidate should be able to multi-task numerous job responsibilities with minimal direction.  The CCR will work in a self-directed work team to meet company objectives while supporting and meeting customer needs.  The individual will be customer focused and have a "can-do" attitude to exceed customer expectations while balancing the policies and procedures of the company.  The CCR will be an excellent listener with a strong telephone presence.  They also must exhibit confidence and have the ability to sell their ideas effectively. 
• Individual should be flexible and willing to learn new skills in a constantly changing and dynamic work environment.

JOB SPECIFICATIONS:

• Bachelor’s Degree is preferred or similar/equivalent experience in a manufacturing environment.
• Excellent computer skills in Microsoft Word and Excel.
• Excellent telephone skills.
• Ability to learn additional computer systems needed.
• Must currently be eligible for employment in the United States.
• Experience using JD Edwards, Sales Force, and Configure One (Configuration software).
• Order management experience in a complex manufacturing environment.
• Sales or customer service experience is a plus.
• Experience with mobile equipment.

KNOWLEDGE, SKILLS, AND ABILITIES:

Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others.  Ensure that all business activities – with both internal and external customers – to be performed with a professional demeanor and that all participants be held accountable to this high standard.

Communication:  Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well-organized reports in Microsoft Word, PowerPoint, and Excel.  Listens to understand input, feedback, and concerns.  Provides complete information in an open, honest, and straightforward manner.  Responds promptly and positively to questions and requests.

Teamwork and Relationships:  Works with other employees willingly and in a spirit of cooperation and teamwork.  Supports cooperation.  Demonstrates a commitment to the entire business and is supportive of all initiatives (company and depa