Customer Service Agent

Customer Service Analyst

The position is responsible for ensuring Customer Satisfaction being their contact regarding such matters as order issues, tracking shipments, and managing accounts.

 

• Receive inbound calls from our aftermarket customers throughout North America
• Receive transferred calls from Order Entry Representatives
• Provide superior service to our customers by checking product availability, entering emergency orders and return goods authorizations
• Provide backorder maintenance
• Advise shipping status/delivery
• Track and expedite customer shipments
• Utilize the internet to determine shipping costs and shipment tracking information
• Explain marketing programs/policies
• Document customer discrepancies and problems
• Utilization of customer portals (maintenance and cross reference of information between customer portal and F-M system)
• Manage assigned account responsibility and provide backup support for other Special Market accounts through cross training
• Other duties may be assigned by the manager/management team of the Customer Service Department

 

Required Skills/Experience:

• Must have excellent communication and telephone skills
• Must have experience in data entry and have good typing skills
• Strong knowledge of Windows, Microsoft Excel and Access

 

 Preferred Skills/Experience:

• 3-5 years customer service/phone experience
• Knowledge of SAP computer systems and EDI

 

Education:

• High School diploma or equivalent.
• Associates degree in a business field strongly preferred

We are an equal opportunity employer. Employment selection and related decisions are made without regard to gender, race, age, disability, religion, national origin, color, gender identity, sexual orientation, veteran status or any other protected class