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CASE Customer Service Representative

Location: Clearwater
Posted on: June 23, 2022

Job Description:

SALARY$46,000 - $50,000BENEFITS401K WITH MATCH- MEDICAL - DENTAL - SHORT & LONG TERM INSURANCES - HOLIDAY PAY FROM DAY 1- REFERRAL BONUS - PTOSUMMARYThe CASE Customer Service Representative performs Customer Service functions in accordance with existing Quality system Policies and Procedures. The position's goal is to advocate for the customer, ensure overall satisfaction, and make sure TSE is viewed as a preferred supplier to our customer base. This translates into entering sales orders, following up with internal business partners to make sure dates are met, problem solving, and expediting when necessary. A diplomatic disposition is required while also being able to push internally to make sure the customer's requirements are met. This position requires exceptional communications skills. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.Process sales orders, send confirmations and communicate expected ship dates to customers.Update and maintain customer records as needed.Monitor internal reports and delivery schedules to assure timely delivery of materials. Respond promptly to customer inquiries.Expedite internally when needed. Communicate with other functions (Operations, Materials Management, etc.) to address needs and concerns of customers and help push orders through the system in a timely fashion. Deliver bad news to the customer when needed in a diplomatic fashion.Be an advocate for the customer. Make sure priorities are being met and that they are understood by other departments to ensure on time deliveries. Follow up with other departments consistently to check and make sure action items were followed through. Convince business partners regarding the importance of priorities and escalate when all other resources have been exhausted. Determination and persistence is required in making sure TSE is delighting the customer. Resolve customer issues independently and making sure that all necessary responses have been communicated to the customer.Communicate to upper management when customers are dissatisfied and making sure you are the voice of the customer.Resolve customer complaints. Work with Quality and R&C departments to resolve quality issues and communicate scale up activities.Initiate Corrective Actions as needed.Work directly with the CASE Buyer to obtain the delivery dates of purchase orders of raw materials and packaging to relay the expected delivery date of finished goods to our customers.Responsible for delegating customer requests for samples. Email data sheets, brochures of other customer requests and correspondence.Knowledge of ERP System Software for process and completion of orders, capable of running all reports essential of Sales and Customer Service.Knowledge of Microsoft Office including Excel and Word is required.Initiate, record and analyze customer complaints and research of delegate needed. Inform Quality Manager through non-conformance system of customer complaints or claims. Ensure customer receives return comments or feedback on their complaints. Process RMA's and ensure comments are complete and thorough, and finalize RMA through required signature and approval electronic process. Maintain electronic files for returned material authorizations.Quote prices to new and existing customers in accordance with Global Business Director and CASE Purchasing Director. Ensure correct pricing is entered in all sales orders.Coordinate technical liaison services between customer and EHS or technical management to ensure all necessary regulatory documents are provided to the customer or obtained from the customer. Examples of this would be: Certificates of Origin, SAS, R&D exemption documents, REACH-related documents and other documents we would send to customer in other regions. Also, provide said services on new or existing products with internal department managers such as Production control, Production, Material Handling and Accounting.Teamwork is essential for TSE's continued success, so Teamwork is an essential function of every employee's job. Teamwork drives positive results every day. Teamwork promotes positive customer relations and results in exceeding the expectations of our customers. Teamwork benefits every employee since it grows our business and increases our sales. With Teamwork, we all succeed. Without it, we all suffer. Teamwork with co-workers in the same department is just the beginning. Teamwork with every other employee, department and division is the Teamwork that is required to succeed. WE ARE TSE.

SAFETY TRAINING To perform this job successfully, an individual must complete and maintain the following Safety Training requirements.General Safety Orientation 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. EDUCATION AND/OR EXPERIENCEAssociate's degree (A.A.) or equivalent from a two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience. Knowledge of some software programs a must for job performance. Knowledge of world geographies for exporting material are needed, along with knowledge of shipping terms and familiarity with worldwide shipping customs. LANGUAGE SKILLSAbility to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public. Must have letter-writing skills for correspondence with distributors/customers and/or internal communication. MATHEMATICAL SKILLSAbility to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. REASONING ABILITYAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Logic and reasoning skills to coordinate orders with production. Must have ability to plan and expedite orders for shipping. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.PI181610957

Keywords: T S E INDUSTRIES INC., Clearwater , CASE Customer Service Representative, Other , Clearwater, Florida

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