JOB DESCRIPTION Job Title: Customer Service Representative Department: Business Operations Reports To: Business Operations Manager Summary: The Customer Service Representative is responsible for managing general customer accounts through reactive and proactive telephone and email contact. To provide exceptional customer experiences to help maintain and grow sales. To perform, execute and coordinate all work including referrals to engineering for technical matters. Primary Responsibilities and Duties: * Log into incoming phone queue to handle or direct calls accordingly. * Respond to inquiries regarding shipping/delivery dates, order changes and cancellations and quotations in a timely manner. * Maintain familiarity with products, applications, pricing, policies, and procedures. * Maintain working relationships with supporting departments, and outside sales. * Support sales growth opportunities and product launches. * Recognize the need to further investigate possible solutions and escalate customer concerns based on urgency. * Handling Customer Complaints (RGA) * Calculate lead times and provide quotes for customers. * Manage quotes and follow up with outside sales reps regularly. * Clear communication with internal departments, outside sales, OEM and Distribution customers. * Other duties and projects as assigned Knowledge and Skill Requirements: * Must be able to work in the US. * 2+ years of customer support experience in the manufacturing industry strongly preferred. * High school diploma or GED, BA degree preferred. * Strong Mathematical and technical aptitude. * Excellent verbal and written communication skills, bilingual a plus. * Computer skills (MS Excel, Word, Outlook, Power Point, Teams), CRM, Salesforce, VIOP phone system. * Ability to work in a team environment. * Ability to prioritize work efficiently and effectively under pressure. * Ability to adjust to different tasks quickly. * Ability to follow all policies and procedures. Competencies: * Technical Capacity * Ethical conduct * Personal Effectiveness/Credibility * Detail oriented. * Works well within a Team environment. * Establish and maintain effective working relationships. * Ability to articulate plans with ease. * Ability to perform duties timely and creatively. * Able to express oneself clearly and concisely in oral and email communications. * Ability function effectively when under pressure Key Behaviors: * Accountable to others * Excellent attendance * Honesty with co-workers and customers. * Ability to be innovative, thinking outside the box to solve problems. * Engaged with team members. * Helps add to the continuous improvement of the department and company. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential job functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Direct Reports * None Signatures: This position description serves as a guideline for communicating the essential functions and other information about the position to the applicant/employee. It is not intended to create a binding employment contract nor cover every detail of the position and may be changed where appropriate. This job description has been approved by all levels of management: Manager____________________________________________________ HR_________________________________________________________ Employee signature below constitutes the employee's understanding of the requirements, essential functions, and duties of the position. Employee__________________________________ Date________