Talent.com
Customer Service Representative

Customer Service Representative

Tait North AmericaHouston, TX, USA
job_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
  • serp_jobs.job_card.full_time
  • serp_jobs.filters_job_card.quick_apply
job_description.job_card.job_description

Scope of the Role

Purpose of this role is to be the primary point of contact for customers / dealers. The Customer Support Representative manages the day to day relationship with the customer / dealer, responding to their inquiries, processing orders while making sure the customer / dealer is provided with prompt and accurate information regarding Tait products and services.

Functional Outcomes

Sales Order Processing

  • Provide the first point of contact for all customer inquiries regarding product availability, pricing and delivery schedules.
  • Process standard sales orders including checking orders received against job file and correct pricing.
  • Process all customer orders in a timely manner.
  • Process credit and material returns.
  • Communicate any production delays and revise dates.
  • Provide information to Logistics Manager and other interested parties on order history and current orders.
  • Coordinate ERP corrections with product / pricing teams.
  • Liaise with Stores Controller to insure customer orders are dispatched in time, accurately and any special instructions are actioned.
  • Maintain and update filing system for both outstanding and shipped orders.
  • Insure that contract review (where required) is complete and that commercial terms encapsulated in the order are in agreement with the job file and contract.
  • Enter sales order on the ERP system.
  • Enter shipment tracking information in ERP system.
  • Invoice customers in ERP and send invoices to appropriate party.
  • Check availability of Tait product and third party supplier, raising purchase orders where appropriate.
  • Confirm orders and delivery dates back to the customers.
  • Plan and coordinate orders, to ensure orders deliverables are met.
  • Provide regular progress reporting to both the sales team and management on status of orders.
  • Provide support, follow up and backup (where required) to the sales team.
  • Provide backup (as required) for preparing repair authorization orders, repair invoices and receipting repairs upon arrival for store.

Dispatching and Export Documentation

  • Prepare required export documentation in accordance with the sales order requirements.
  • Liaise with shipping company for expediting shipments.
  • Arrange courier shipments and documentation.
  • Organize shipments (when required) by processing pickings lists and liaising with dispatch personnel.
  • Negotiating with manufacturing to expedite orders (when required) to meet customer's deadlines.
  • Upload tracking information and proof of delivery to customer's tracking site and ERP.

    • Sales and Customer Support

  • Maintain a day to day contact with all relevant people in the appropriate sales regions.
  • Respond to general customer inquiries for products, services and requirements.
  • Update and maintain the CRM (if applicable) in an accurate manner as directed by your manager
  • Preparation of quotations and coordination of tender documents to ensure deadlines are met via online tool or ERP.
  • Follow up with customers on quotations to secure orders or establish reason why the order was not won.
  • Regular calls with customers for support and to encourage new sales.
  • Work with accounts team to monitor customer payments.
  • Opening / maintaining / closing electronic job files and records.
  • First point of contact for all customer equipment and service request.
  • Together with the rest of the sales team, take an active role in looking for improvement opportunities in sales office procedures and ways to improve customer service.

    • Team Member Responsibilities

    In consultation with your Manager :

  • Establish the most appropriate work and project related goals for you personally.
  • Ensure that these goals can be directly related to the team plan and our own development needs.
  • Break these goals down into specific, measurable and achievable objectives for yourself.
  • Demonstrate habit of making plans, taking action and learning from those plans and actions.
  • Work with your Manager to annually produce your Personal Development Plan and review this regularly throughout the year.

    • Occupational Safety and Health

    All staff have an obligation to follow Tait policy and procedures.

    Person Specification

    Specific Expertise

    Definition

    Qualifications

    Bachelor's Degree or Equivalent Work Equivalent

    Language

    Bi-lingual (English and Spanish) advantageous but not required

    Work

    Coordination of multiple stakeholders, administrative systems design / support / use, customer service. ERP experience

    Applications

    Microsoft Outlook, Excel and Word essential to medium skill level.

    Problem Solving

  • Articulate the question or problem statement so others can actions.
  • Use past experience to solve problems.
  • Search for relevant information, questioning people about problems.
  • Investigate issues to establish the cause, using observation and structured techniques.
  • Present a range of solutions and evaluates alternatives.
  • Take time out to think about problems and possible solutions and be open to suggestions from others for new ways of doing and looking at things.

    • Communicating

  • Use communication approaches that are effective, appropriate and influence others.
  • Display excellent listening skills with staff, customers and others.

    • Gathering the Facts

  • Clarify (internal and external) customers' objectives, ensuring that any action is based on a thorough understanding of their needs.
  • Gather relevant information to assist in the development of customers' businesses.
  • Is aware of how information may be useful to other people within Tait and take time to feed it back.
  • Seek clarification where things are not clear.
  • Use networks to gather information.

    • Written Communication

  • Think about the audience and what information they need.
  • Convey a clear message through the accurate use of grammar and spelling.
  • Maintain accurate records of issues and progress.
  • Use templates and other resources.
  • Methodically lay out all the steps and information required.

    • Self-Development

  • Demonstrate ability to be self-directed and motivated.
  • Take responsibility for own development.
  • Actively pursue learning and career development opportunities.
  • Seek out and act upon feedback on own performance.
  • Have a stable temperament and never allow work to get on top of their performance.

    • Extra Hours Worked

    O ccasional overtime may be requested.

    Job Posted by ApplicantPro

    serp_jobs.job_alerts.create_a_job

    Customer Service Representative • Houston, TX, USA