Customer Express Representative - Mentor OH

POSTED January 12, 2016
Customer Express Representative - Mentor OH

Position Summary:

Inbound Call Center Representative. Processes customer orders and provides support to both internal and external customers by ensuring a consistent high level of professional communication and customer service. Responsible for providing complete support to Service Department field personnel and customers requesting service on equipment in the assigned region.

Duties and Responsibilities:
1. Processes customer orders in a timely and professional manner whether received via phone, fax, or mail by confirming pricing and inventory availability to ensure order accuracy.
2. Processes requests and provides information to internal and external customers regarding equipment service by interpreting and translating service support needs to ensure a consistently high level of customer service.
3. Processes direct ship product orders for non-stock items by ensuring timely placement of purchase orders to vendors.
4. Maintains data integrity regarding customer equipment, preventative maintenance schedules, and engineer assignments. Communicates changes as appropriate.
5. Coordinates customer standing order file to ensure timely release of orders in conjunction with specified delivery schedules and private truck routes.
6. Provides support to customers and service engineers and resolves dispatch issues by monitoring dispatch schedule to ensure customer’s orders are fulfilled on a timely basis.
7. Responds to customer requests (both internal and external) concerning credit or product returns. Initiates customer requests for proof of delivery. Resolves any customer invoicing disputes through the PCR (problem coded receivables) process.
8. Resolves escalated ticket issues and communicates with field service management, department management and department co-workers to ensure customer order is fulfilled.
9. Maintains relationship with core customers; anticipating needs and knowing customer specific characteristics. Communicates in a professional and thorough manner with all customers, sales reps, corporate staff, vendors, distribution center staff and freight carriers.
10. Provides support to co-workers as well as other CFT’s (customer focus team) as needed to resolve customer issues and requests. Improves customer service satisfaction by integrating customer issues with internal departments (i.e. Sales, A/R, Sales Support, Purchasing, Distribution, Pricing, etc.) to ensure timely and complete issue resolution.
11. Attempts to upsell/cross-sell products to customers by promoting and introducing new products and programs in accordance with corporate marketing programs.
12. Provides customer service and support to Account Executives.
13. Demonstrates behaviors consistent with the Company’s Vision, Mission, Values in all interactions with customers, co-workers and suppliers.
14. Complies with all company policies, procedures and safety standards.

Physical Demands and Work Environment:
Normal office working environment. Prolonged periods of sitting and looking at computer screen.

Skills and Experience Requirements:
1. High School diploma or GED required. Associates Degree preferred.
2. Two to three years related experience preferred.
3. Excellent oral and written communication skills and strong customer service skills.
4. Working knowledge of Word, Excel, and Lotus Notes.
5. Strong data entry skills.
6. The ability to multi-task.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job related tasks other than those specifically presented.

If interested in the position above please email your resume with the job title and location in the subject line to

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