Customer Service Representative

PURPOSE AND SCOPE

This position is responsible for ensuring customer satisfaction by timely and accurate processing of all equipment and parts orders submitted to the Rite-Hite Company by the Independent Representatives and Arbon Equipment. This position is also responsible for order data integrity, including verification and application of strategic account pricing when applicable, prior to invoicing orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• The incumbent is responsible for processing all orders submitted to Rite-Hite by the incumbent's assigned sales representatives. "Processing" an order consists of the following: Manage Electronic Order Workbench in a timely manner, ensuring all error status jobs are corrected and re-processed, ensuring the order is created in Enterprise One. This involves working with the representative administration team or with the salesperson directly to rectify issues.
• Application of strategic pricing after review of required approvals.
• Manage strategic account pricing to be certain appropriate discounts are applied, per strategic account matrices.
• Escalate customer shipment requirements, when necessary, to the appropriate department or manufacturing company to assist in meeting customer requirements for shipment dates.
• Support the salesforce and representative administrative teams in troubleshooting and answering questions in regard to the order process.
• Manage change orders as requested by the Independent Representatives.
• Manage the daily integrity reports and work with the Arbon or Ind Rep administration team members to make appropriate corrections. Generate post order invoicing adjustments in a timely manner. This includes adjustment requests related to commission splits, pricing, cost, tax and warranty.
• Manage trial unit process to ensure all completed trail units are credited and rebilled appropriately. For contract billings, review and accurately apply pricing to ensure order exactly matches contract amount prior to invoicing.
• Support Arbon districts as needed with order and process related issues, up to and including post order adjustments.
• Review of Sales Order totals prior to invoicing, to assure dollars are in agreement with purchasing documentation. Direct entry of all assigned orders when necessary.

PRINCIPAL ACCOUNTABILITIES

• Maintain a favorable relationship with the Independent and Arbon Representatives through accurate and timely order processing.
• Achieve timely and accurate processing of order adjustments within the required time frame. Aid in the improvement of the statistical and accounting reporting base of the company through accurate and timely review and application of strategic and global account pricing.
• Review and rectify order data issues identified on daily integrity reports. Effective troubleshooting and support for the field, with order process, from quote to order to invoicing.

EDUCATION and/or EXPERIENCE

• Bachelor's degree from a four year college or university; or 2-4 years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, employee is frequently required to stand, walk, sit, and talk or hear. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands or arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment will be within an office setting. No exposure to extreme environmental characteristics is required. The noise level will be moderate (i.e. business office with computers and printers, light traffic).