Customer Service Representative

Primary Accountabilities (Essential Duties):


* Handle all order-related and service functions for assigned Channel Partners


* Support Regional Sales Managers working with assigned Channel Partners as needed


* Develop/maintain deep understanding of Florence product lines and applications


* Perform Order Entry processing efficiently and accurately for all product lines


* Handle web and phone inquiries from end-users according to defined business processes


* Help Dealers and others with troubleshooting processes according to product documentation


* Escalate issues to Quality Department per business processes and follow-thru to resolution


* Handle Returned Goods processing, Credits, Debits and Freight Claims per standard procedures


* Compile Customer Order-related paperwork required for production processes


* Support the business by handling supplier/visitor traffic in main entry of Florence facility


* Utilize 3 rd Party web portals for order processing, invoicing, etc.

for National Retail Channel


* Complete other departmental functions and special projects as assigned


* Provide coverage for co-workers during absences or other work requirements

Position Qualifications:

To perform this job successfully, an individual must be able to perform each primary accountability satisfactory.

The requirements listed below are representative of the knowledge, skill and/or ability required.

Additionally, the physical demands and the work environment typically encountered are listed below.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.


* High School Diploma


* Experience with customer service desirable but entry level considered

Competencies

Core Competencies : Fostering Teamwork; Managing Performance; Building Collaborative Relationships; Customer Orientation; Result Orientation; Personal Credibility

Organizational Competencies: Initiative; Developing Others; Influencing Others


* Organized and proficient in follow-up to ensure tasks are completed in a timely manner


* Self-directed and able to work independently to complete role requirements


* Resourceful and proactive problem solver


* Resilient and able to work calmly under pressure


* Skilled at managing interactions with upset customers to a successful resolution


* Ability to work positively with colleagues and customers to effectively solve problems


* Proficient in communicating with customers in writing and verbally


* Ability to work remotely with people, information and systems effectively

Organizational Competencies: Excel, Word, ERP systems such as SAP, CRM systems such as Salesforce

Physical Requirements: Long periods of sitting at a desk working with computers/monitors

Work Environment: In-Office and/or Hybrid