Customer Service Representative

Carlisle Brake & Friction Inc • Medina, OH • 3h ago

Description:

The primary purpose of this position is to process customer orders from receipt to completion, collaborating with the customer and the manufacturing plants to ensure timely delivery of product, as well as answering incoming phone calls from distributors and customers regarding product pricing, and availability. Assist Sales Managers with account management. This position will work primarily, but not exclusively, with our Latin/South American Sales Manager and accounts.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Key Responsibilities:

Input customer orders and changes into order entry system while maintaining order board

Assist customers and distributors with pricing, delivery, and method of shipment

Review pricing on customer purchase orders and enforce minimum lot sizes

Acknowledge receipt of orders to customers

Authorize customer returns and follow-up with plant personnel. Issue credits upon receipt of customer returns

Support outside Sales Managers

Act as "liaison" between plant personnel, product/sales managers, and the customer

File purchase orders, contracts, quotes, correspondence to support Quality System record retention

Expedite deliveries for customer inquiries and past due

Follow stated procedures related to SOX and TS

Release tooling invoices at the time of initial order shipment

Follow up on NPI (New Product Introduction) to ensure timely order entry

Assist with physical inventory if needed

Diligent order/contract review required to maintain ISO compliance

Generate system reports and excel spreadsheets as needed to support customer and/or sales requirements

COMPETENCIES:

Customer Service (Internal/External) - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Interpersonal Skills -- Focuses on solving conflict, not blaming; maintains confidentiality, listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things. Maintains confidentiality of all payroll, medical, benefit and employee related information.

PREFERRED QUALIFICATIONS:

Education:

High school diploma required

Bachelor's Degree in Business Administra

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