Customer Service Representative
Mail and Package Solutions Group, Manhattan, Kansas, United States, 66506
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 3rd 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
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.