Customer Service Representative

Company: Total Filtration Services

About Us
Total Filtration Services, Inc, is the largest full line distributor of filtration products and services in North America. We operate 13 stocking branch locations throughout the United States with our headquarters located in Troy, MI, and have a strong national network to manage any filtration needs. Our technical sales staff recommends filtration solutions based on each customer’s unique needs. We have a diverse background across numerous markets including Automotive, Aerospace, Food and Beverage, Data Centers, Chemical, Metals, Power Generation, General Industrial, Heavy Equipment and Oil/Gas Production. We support these markets by utilization of our preferred vendor strategy that leverages 90% of our spend with 80 of the world’s top manufacturers. Our in-plant value added services model continues to provide our customers with the highest levels of service focused on total cost of ownership and delivering year over year savings.


Visit our Website: www.totalfiltrationservices.com


Responsibility Summary:
The Customer Service Representative provides exceptional customer service and effectively supports customers by providing and processing information in response to questions, concerns and requests about products and services. They utilize technical expertise, vendors and internal resources to provide answers to customer questions. In addition they provide support to the field sales force from inside a branch office.

Specific Duties and Responsibilities:
• Works in a safe manner, complying with all company safety requirements.
• Treats customers with highest level of customer service ensuring they take precedence over other tasks and responsibilities
• Ensures SOPs, Work Instructions, policies and processes are followed
• Accurately enters customer orders in business system in a timely manner
• Understands the sales order, inventory, and purchasing processes within the company’s business system.
• Regularly utilizes the company’s non-conformance process as required
• Provides quotes in response to RFQs received directly from the customer in a timely and accurate manner
• Assists with quote preparation for field sales staff under special circumstances
• Follows up and reports on open order report weekly, ensuring customer contact is made proactively on orders past delivery date.
• Follows up on Packing Slip/Proof of Delivery for shipment
• Assists with updating and maintaining customer pricing records
• Assists field sales with new part setups, sourcing requests, and non-stocks with Corporate Purchasing
• Discusses issues with supervisor proactively and identifies solutions
• Effectively communicates with field sales team, peers and others, both internal and external
• Maintains a positive “can do” attitude when working with customers, peers, and supervisor
• Provides suggestions for cost savings, process improvement and enhanced customer service
• Demonstrates product knowledge proficiency by utilizing all resources available to stay current.
• Attends training as required; shows initiative in taking training not assigned
• Utilizes the company’s time and attendance system to report all hours worked.

Supervisory Responsibilities:
N/A

General Qualifications:
• Effective individual contributor with the ability to successfully work within a team.
• Excellent oral and written communication skills utilizing the English language
• Good attention to detail with solid follow-up skills
• Professional appearance and behavior
• Solid organizational skills with the ability to prioritize effectively
• Proficiency with Microsoft Office, including Outlook, Word, Excel and PowerPoint
• Demonstrated sense of urgency with the ability to meet appropriate deadlines
• Accurate and results oriented.
• Commitment to providing exceptional customer service to both internal and external customers
• Effective time management skills
• Good mechanical aptitude with the ability to quickly grasp technical information.

Required Experience & Educational Requirements:
3 years customer service experience, preferably in an industrial or service-oriented setting
High school diploma or equivalency required

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; bal