Customer Service Rep IV

Summary of Position/Purpose:

The Customer Service Representative IV will provide information in response to customer inquiries concerning account status, products, services, purchase orders and shipments. This role will resolve product/service-related needs and issues in a timely and professional manner, and mentor assigned junior staff members.

Essential Duties, Functions and/or Responsibilities:

• Understands and executes complete order to cash cycle.
• Manages assigned OSR strategic accounts in excess of $5 million.
• Manages assigned VMI/RFID accounts
• Processing of Aerospace orders
• Acquisition of Aerospace management certification
• Mastery of exportation process
• Mastery of maquila process
• Mastery of order entry process
• Full navigation ability for customer and vendor portals as well as Hisco.com/ TestEquity.com
• Full processing of quotes in system
• Maximize profitability by optimizing pricing, order size, order frequency and product selection.
• Sound understanding of order to cash processing and Loop/Order Automation.
• Upselling and Cross-selling of products to improve profitability through usage of Proton AI system.
• Perform Order Entry and Processing using the optimal type of OE Types (Types: Direct Orders, Future Orders, Stock Orders, Blanket, Blanket Release, JIT).
• Indirectly responsible for product quality.
• Other duties as assigned

Education and/or Work Experience Requirements:

• High school diploma and/or GED required.
• 6+ years working experience required, preferably in customer service, e-commerce, technical support, clerical, or sales role.
• Excellent interpersonal, communication, collaboration, and customer relationship skills
• Attentive to detail and excellent follow-through
• Professional telephone and email etiquette
• Excellent problem and dispute resolution skills
• Customer focused / fast, friendly service mentality.
• Advanced understanding of the technologies associated with Strategic Suppliers.
• Product and supply chain solutions knowledge
• Advanced Microsoft Office skills, including and not limited to excel pivot tables and V-look ups

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.

This position requires applicants to be authorized to work in the US without sponsorship; TestEquity does not sponsor applicants for work visas. 

TestEquity provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.