Description:

Job Title: Customer Service Domestic I

Department: Domestic Customer Service

Reports To: Global Customer Service Manager

Summary

Performs all duties and responsibilities in alignment with Emergency/Mortuary Sales and Marketing with assigned accounts.

Essential Duties and Responsibilities include the following.

Direct Dealer and Customer contact with primary communication source via phone, email, and fax.

Inside Sales Rep Support as needed

Order expediting and contract review

Order discrepancy follow-up

Maintain orders per customer request

Track status of customer orders, and communicate to the customers as prescribed

Establish new customer account set-up

Maintain existing customer accounts

Responds to customer inquiries or complaints regarding Ferno products or services

Coordinates problem resolution with appropriate departments

Follow-up to ensure customer satisfaction regarding product or issue resolution

Knowledgeable of Ferno policies, procedures, practices, products, and services

Maintains and Communicates information via CRM (Customer Relationship Management)

Referrals to select Dealer representatives (For non key accounts)

Follow-up phone calls and surveys for new products and projects

Order entry and maintenance

Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies.

Inbound/outbound phone calls, emails, faxes , log in to customer call que

PCS/Warranty processing

Crediting/re/invoicing

Process price quotes

Process freight quotes

Maintains and updates files as necessary

Assist in other areas of the department as needed

Other duties may be assigned.

Education and/or Experience

High School diploma or GED required with prior experience in customer service areas and with the public preferred.

And/or training; or equivalent combination of education and experience.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Excellent attendance

Good organizational skills

Ability to take direction and work independently

Working knowledge of WORD and EXCEL

Knowledge of AS/400 (INFOR XA) a plus

Knowledge of CRM (ZOHO) a plus)

Ability to @type with speed and accuracy

Ferno is an equal opportunity employer and that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.

Requirements:

Equal employment opportunity, including veterans and individuals with disabilities.

PI270511056

Ferno-Washington, Inc

Latest Jobs

Customer Service Domestic I