Title: Customer Service Representative

Normal Work Location: NC - Hendersonville

Normal Working Hours: Dependent Upon Assignment / Monday – Friday / As Needed

Immediate Coach: Customer Service Manager

Position Summary

The position is responsible for using independent judgment to maintain customer satisfaction. Incumbent must relate with customers using knowledge of Company products, plant capacity, pricing policies and sales department goals and objectives. The position supports a lean and safe environment while focusing on continuous improvement, quality, and support of teamwork throughout the Company.

Essential Job Functions

• Establish rapport with potential and established distributors customers.
• Utilize computer system to advise customers on price and availability of Company products.
• Utilize computer system to accurately enter customer purchase orders entailing Alt’s, Config’s, and Specials.
• Monitor Electronic Data Interchange (EDI) transmissions to ensure accuracy and proper processing.
• Establish delivery time by reviewing tools in stock and product manufacture lead times.
• Interact with KSPT field sales and warehouses to provide optimal support to distributor customers.
• Resolve customer dissatisfactions by directing the receipt, investigation, evaluation and settling of complaints and claims; follow up with customers to resolve demanding situations.
• Utilize CRM to enter cases and manufacture representatives’ test tool activity.
• Resolve discrepancies by consulting with managerial personnel, collecting and analyzing information.
• Answer product and service questions; suggesting alternatives as necessary.
• Update distributors and customers by providing them with information regarding new products and services.

Marginal / Less Essential Job Functions

• Prepare reports by collecting, analyzing, and summarizing information and trends about individual clients.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Perform as a member of departmental teams.
• Host visiting customers and potential customers.
• Attend trade shows as required.

Note: This description reflects the principal functions of the position for the purpose of job evaluation. Associate must adhere to changes in job requirements.

Educational Requirements

• High school diploma or GED.
• Associate degree in Business Administration is preferred.
• Ability to read, write, comprehend, and effectively communicate in English.
• Foreign language experience may facilitate communication in some domestic territories (Quebec, Southwest, etc.)

Other Qualifications Desired

Training & Experience

• Two years or more related experience and/or training; or equivalent combination of education and experience.
• Working knowledge of and experience with personal computers specifically operating within a Windows based environment or other applicable software applications. Previous training on ERP computer system is preferred.
• Broad conceptual judgment, initiative, and addressing complex issues.

License Required: N/A

Visual Acuity: Ability to meet the minimum essential job functions with or without reasonable accommodation.

Hearing Ability: Ability to meet the minimum essential job functions with or without reasonable accommodation.

Working Conditions: Normal office environment utilizing personal computer, phone, and related office equipment. May sit or stand as needed. Constant use of upper extremities. Occasional reaching above shoulder height, below the waist or lifting as required to file documents or store materials throughout the workday. Occasional visits to distribution center with exposure to hazards of moving equipment and automated machinery. Infrequent lifting up-to 50 lbs.

Additional Comments

• Associate is required to follow other job-related duties, subject to all Local, State, and federal laws and applicable regulations.
• The incumbent must successfully perform all requirements of the position training plan.

When overtime is scheduled, it is mandatory.

FLSA Status: Non-Exempt

Shift Differential: Dependent Upon Assignment

Strong Computer Skills since automation is a key goal.