Customer Service Representative
Chatsworth Products, Simi Valley, California, United States, 93065
Customer Service Representative
Answer incoming calls along with live chat inquiries and e-mails from distribution partners, field sales representatives along with end user customers. Responds to questions regarding product application, customer order status, product pricing and delivery timeframes. Responds to expedite requests and documents customer complaints. Acts as liaison between the customer and various internal departments. Maintains appropriate reference materials. Provides CPI literature as requested. Facilitates customer orders into ERP system and monitors EDI transactions. Works closely with Technical Support to ensure customer receives appropriate information. Maintains close working relationships with distributors and regional sales managers. Essential Functions: Follows a call script while answering and documenting incoming calls and live chats while logged into the customer service phone pool. Responds appropriately to various questions and requests while maintaining a courteous and professional image on calls. Promptly and efficiently corresponds via e-mail in a professional manner utilizing CPI e-mail guidelines. Refers qualified end user leads to distributors and sales managers. Responsible for providing availability and pricing for various customer types. Verifies quote pricing, minimum order quantities and terms of order entry. References quote numbers on sales orders. Works with various CPI personnel, as well as distributors, to get expired quotes updated and new part numbers added to existing quotes. Acquires application knowledge for all CPI products, including new products. Develops and maintains knowledge base of end user applications. Participate in product training and completes CPI's Knowledge Vault training presentations. Organizes and maintains catalog and product information sheets for quick reference. Forwards information regarding custom application requirements to technical support team. Accesses product designer tool to enter part number set-up requests. Provides support to assigned RSM in region. Develops and promotes strong partnership with assigned accounts and in a back-up roll, performs all functions to secondary accounts. Provides order entry assistance and support to other CSR's, as required. Utilizes ERP system to process orders, including custom part orders, order changes, order cancellations, credits, debits, stock rotations, expedite requests and complaints in accordance with ISO procedures, guidelines, and work instructions. Organizes and maintains distributor's contact information. Collaborates as necessary, with multi-site departments and domestic contract manufacturers, to expedite orders and resolve customer issues. Documents customer complaints with case entries and follows up with Misc. Shipper/Replacement for each registered entry if needed. Upon request, provide weights and dimensions. Audit and verify pricing and total accuracy of order. Responsible for researching, writing, and inputting all credits and debits for assigned accounts. Provides product data sheets via e-mail. Assists customers with website navigation, online e-catalog, and configurator, as required. Utilizes configurator for cabinet pricing. Interfaces with multi-site shipping departments and domestic contract manufacturers. Complies with company safety rules and regulations. Reports accidents or near misses immediately to team leader or Manager. Takes a proactive approach to identify and eliminate safety hazards. Attends safety meetings and/or training programs. Additional Functions: Participates in trade shows, as needed. Provides break support for receptionist as needed. Performs other related duties as assigned by management. Qualifications: Technical Competencies: High School Diploma. Some college preferred. At least One (1) year or more of customer service experience. Computer skills: Microsoft Office. Basic accounting principles. Physical/Environmental Requirements: Frequent sitting at desk. May have to lift up to 25 lbs. Pay range $21.00 - $26.00/hour Depending on experience At Chatsworth Products, you will enjoy the unique benefits of becoming an Employee Owner. These include having an equal share and stake in the company's success and revenue, whether through annual profit sharing, vested ownership shares, and a long list of standard benefits that remind our Employee Owners they're valued, respected, and trusted to help guide the company's future. Equal Opportunity Employer/Veterans/Disabled
Answer incoming calls along with live chat inquiries and e-mails from distribution partners, field sales representatives along with end user customers. Responds to questions regarding product application, customer order status, product pricing and delivery timeframes. Responds to expedite requests and documents customer complaints. Acts as liaison between the customer and various internal departments. Maintains appropriate reference materials. Provides CPI literature as requested. Facilitates customer orders into ERP system and monitors EDI transactions. Works closely with Technical Support to ensure customer receives appropriate information. Maintains close working relationships with distributors and regional sales managers. Essential Functions: Follows a call script while answering and documenting incoming calls and live chats while logged into the customer service phone pool. Responds appropriately to various questions and requests while maintaining a courteous and professional image on calls. Promptly and efficiently corresponds via e-mail in a professional manner utilizing CPI e-mail guidelines. Refers qualified end user leads to distributors and sales managers. Responsible for providing availability and pricing for various customer types. Verifies quote pricing, minimum order quantities and terms of order entry. References quote numbers on sales orders. Works with various CPI personnel, as well as distributors, to get expired quotes updated and new part numbers added to existing quotes. Acquires application knowledge for all CPI products, including new products. Develops and maintains knowledge base of end user applications. Participate in product training and completes CPI's Knowledge Vault training presentations. Organizes and maintains catalog and product information sheets for quick reference. Forwards information regarding custom application requirements to technical support team. Accesses product designer tool to enter part number set-up requests. Provides support to assigned RSM in region. Develops and promotes strong partnership with assigned accounts and in a back-up roll, performs all functions to secondary accounts. Provides order entry assistance and support to other CSR's, as required. Utilizes ERP system to process orders, including custom part orders, order changes, order cancellations, credits, debits, stock rotations, expedite requests and complaints in accordance with ISO procedures, guidelines, and work instructions. Organizes and maintains distributor's contact information. Collaborates as necessary, with multi-site departments and domestic contract manufacturers, to expedite orders and resolve customer issues. Documents customer complaints with case entries and follows up with Misc. Shipper/Replacement for each registered entry if needed. Upon request, provide weights and dimensions. Audit and verify pricing and total accuracy of order. Responsible for researching, writing, and inputting all credits and debits for assigned accounts. Provides product data sheets via e-mail. Assists customers with website navigation, online e-catalog, and configurator, as required. Utilizes configurator for cabinet pricing. Interfaces with multi-site shipping departments and domestic contract manufacturers. Complies with company safety rules and regulations. Reports accidents or near misses immediately to team leader or Manager. Takes a proactive approach to identify and eliminate safety hazards. Attends safety meetings and/or training programs. Additional Functions: Participates in trade shows, as needed. Provides break support for receptionist as needed. Performs other related duties as assigned by management. Qualifications: Technical Competencies: High School Diploma. Some college preferred. At least One (1) year or more of customer service experience. Computer skills: Microsoft Office. Basic accounting principles. Physical/Environmental Requirements: Frequent sitting at desk. May have to lift up to 25 lbs. Pay range $21.00 - $26.00/hour Depending on experience At Chatsworth Products, you will enjoy the unique benefits of becoming an Employee Owner. These include having an equal share and stake in the company's success and revenue, whether through annual profit sharing, vested ownership shares, and a long list of standard benefits that remind our Employee Owners they're valued, respected, and trusted to help guide the company's future. Equal Opportunity Employer/Veterans/Disabled