Customer Service Representative

ITW • Tualatin, OR • 1d ago

Job Description:

Develop and perform all aspects of parts order processing while maintaining the customer service function that is responsive to the needs of customers and Gaylord staff, which includes Engineering, Manufacturing, Sales, Purchasing and Finance. This position will report to the Director of Operations.

Perform all duties associated with ordering parts to fulfill customer orders while providing high level customer service.

Skills / Ability:

Excellent communication skills - verbal, listening and written

Excellent interpersonal skills

Strong PC skills (MS Word, Excel, and Outlook)

Proven track record of internal/external customer service

Ability to multi-task and prioritize multiple daily deadlines

Organized (high level of attention to detail)

Sense of urgency

Problem solving and analytical skills

Frequently perform work in high pressure situations

Team Player

Preferred Qualifications:

Knowledge or experience with ERP systems (SysPro)

Shipping and packaging experience

Experience in technical support

Experience in manufacturing environment

Essential Functions:

Process parts and service orders. Includes quotes and order analysis, making shipping arrangements, preparing documentation and invoicing.

Makes sure that quotes are processed through the quoting process in a timely manner.

Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer.

Package and ship all parts orders.

Collection of delinquent customer accounts

Process new customer accounts through credit review.

Maintain all warranty service orders, including documentation, shipping new parts and processing returns.

Receive and check customer complaints.

Confers with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.

Issue and process RMA's.

Maintain parts inventory, including purchasing replacement parts.

Compiles statistics and prepares various reports for management.

Provide phone coverage backup for Receptionist when necessary.

Perform other tasks as necessary for the Business Unit Manager and service department.

Learn to provide technical support to customers via incoming phone calls on Gaylord product line

Physical Requirements/Working Conditions:

Office/manufacturing environment

No travel required

May need to work outside of normal business hours

Ability to frequently lift up to 25 pounds (packaging parts)

Compensation Information:

Hourly Position: $27.00 - $32.00 DOE

ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

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