Customer Service Specialist

Summary

Reporting to the Customer Service Lead, the Customer Service Specialist - receives and processes sales orders, component recommendation and price quotations, inventory research and coordination with internal business areas, ensuring customer satisfaction, while performing services to resolve problems and answer customer questions.

Essential Functions & Responsibilities

This list of functions and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

1. Answer incoming phone calls.
2. Quote stock levels, lead times and pricing on Catalog Products.
3. Gather appropriate information from customers to create customer accounts in current business system.
4. Entry of the customer order into the current business system, along with Return Authorizations when necessary.
5. Track shipments and provide customers with estimated delivery times.
6. Process sales orders via phone, fax, and e-mail into current business system.
7. Provide heavy communication between the customer, engineering, and the internal business area(s) to ensure customer satisfaction.
8. Assist in the resolution of customer problems, responding to questions regarding products, quotes, lead times, job specific coordination and customer orders for various product lines.
9. Make follow-up calls to customers who have received sample orders and/or material quotes, or that have made inquiries via the Internet. This would also include lead follow up in various territories.
10. Notify customers when their order will not meet the requested ship date.
11. Participate in team meetings, sharing knowledge and improving Wagner process flow, or continuous improvement efforts.
12. Scan/Attach order support items into current business system.
13. Follow and comply with all safety and work rules and regulations. Maintain departmental housekeeping standards.
14. Other duties as assigned.

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 Experience

1. Minimum of a high school education or GED and one to three years of related experience in estimating and/or customer service; or a combination of education and experience.
2. Good foundation in basic math skills.
3. Good working knowledge of the computer and web navigation.

Job Knowledge, Skills and Abilities

1. Ability to read and interpret dimensions of faxed, e-mailed drawings for quoting stock products.
2. Ability to accurately measure using a ruler.
3. Ability to communicate effectively with customers and other employees of the organization, which requires excellent written and oral communication skills
4. Ability to work independently and prioritize work.
5. Ability to type 45 WPM

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. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand, walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.