Job Purpose

A Customer Service Representative takes ownership and executes best practice procedures to deliver andensure the highest standard of customer service for both internal personnel and external customers. Thisstandard requires meticulous attention to detail, comprehensive order and support ownership, steadfast poise andresolute determination. These attributes will ensure accurate, on-time delivery of products and services. All tasks,activities and responsibilities assigned to the Customer Service Representative are essential components ofoverall efficiency which directly impacts the ultimate success of the Motive Power Sales business. In this position,you will need to use excellent leadership skills while coordinating and executing administrative duties, as well assupport accounts and sales. This role is imperative to keep the Sales business running effectively withoutinterruption.

Essential Duties and Responsibilities

• Exercise discretion and independent judgment when dealing with critical matters within the department.Administer, control, and maintain all documentation for systems and specific projects.
• Order Entry and Order Management.
• Coordinate activities for large system orders and high dollar orders.
• Provide day-to-day contact, support and communication between internal personnel, Sales Teams, andSales Coordinators.
• Support Sales activities including order entry, order acknowledgement, order status and updates includingmaterial requirements, change to orders, tracking of shipments and lead-time for total customer satisfaction.
• Provide support and assist in obtaining resolution to Sales Coordinators and field locations for inquiriesregarding specific orders or system functionality and operations.
• Detailed reporting and management on high dollar level orders.
• Additional high-level system and order management based on internal needs.
• Back up on other Customer accounts as needed.
• Perform other duties as assigned by Customer Service Manager.
• Communicate effectively via telephone, teams and email.
• Liaise with the accounting department in relation to customers with credit for invoice issues.
• Coordinate with Inside Sales Team and Sales Coordinators on delivery dates.
• This position has no supervisory responsibilities.
• Perform other duties as assigned.

Qualifications

 Minimum Qualifications

• High school diploma or equivalent
• 2-4 years order entry experience or equivalent experience
• Proficient in Microsoft Office: Outlook/Word/Excel/Baan/SAP or Saleforce
• Excellent customer service skills and an outstanding phone manner.
• Fluent in the local language to a very high standard and possessing strong communication skills as a liaison withcustomers and internal personnel, is a large focus within the job.
• Well organized and possess a high level of administrative ability to effectively mange the complexity and ordervolumes
• Proficient in using ERP and CRM systems, Baan, SAP and Salesforce.

Preferred Qualifications

• Associate degree or higher in related field
• Baan/SAP/Salesforce experience 

General Job Requirements