Customer Service Representative - Dayton, United States - Auto-Valve, Inc.

Auto-Valve, Inc. Dayton, United States

4 weeks ago

Description

**Position:** Customer Service Representative **Location:** Dayton, OH

**Job Id:** 216 **# of Openings:** 2 **Summary**: Incumbents receive questions from customers and follow established procedures to provide answers or refer calls to appropriate staff. Typical questions are focused on order status, product information, account status, pricing, product, problem resolution, RMAs, or service. **Core Duties (Positional KPIs)**:

Program management.

RMA's.

Contract resolution.

Invoice resolution.

customer satisfaction.

**General Duties and responsibilities include, but are not limited to, the following**:

Directly assist company in satisfying customer requests for information.

Provide customers with information on shipments including the shipment tracking numbers of ordered parts.

Provide customer with information on procedures for returning parts for repair or restocking.

Maintain customer supplied data files.

Prepares letters, milestones, reports, etc.,

Proactively notifies customers of order delays and requests delivery changes

Provides data entry and analysis of data in various formats

Maintains all procedures, forms, and reporting documentation

Communicates customer requirements to Planning, Engineering, Quality, and Production Control

Manages customer correspondence (engineering changes, shipping requirements, DQAR, Case Records, etc.) through internal departments

Forwards collected data for premium/cancellation charges to Management

Manages Customer Satisfaction Log and Surveys

Manages customer contact database list

Processes RMA documentation

Assists Accounting in the resolution of invoicing issues

Displays a positive demeanor when dealing with customers

Interpret data, analyze results using statistical techniques and provide ongoing reports

Develop and implement databases, data collection systems, data analytics and other strategies that optimize statistical efficiency and quality

Acquire data from primary or secondary data sources and maintain databases/data systems

Identify, analyze, and interpret trends or patterns in complex data sets

Filter and clean data by reviewing computer reports, printouts, and performance indicators to locate and correct code problems

Work with management to prioritize business and information needs

Locate and define new process improvement opportunities

From handwritten drafts or verbal instructions, types or otherwise prepares a variety of letters, memos, forms, and reports.

Compiles data from varied sources and makes summary reports as required. May involve routine mathematical calculations and tabulations in accordance with established methods.

Maintains files; searches files and records for readily identifiable information, as directed.

Maintains follow-up system on reports requiring action on a periodic basis.

Uses office machines such as computer, printers, FAX machines, mailroom equipment, photocopier, and other standard office equipment.

Responds to telephone inquiries from the public and other companies when information requested is specifically provided and known, such as from published records, specific deliveries and procedures, and calendar of events.

Other duties as assigned.

**Opportunities for Cross Functional Training of Sales related Job Descriptions**:

14.15 Order Analyst

14.25 Sales Correspondent

200 Inside Sales Representative

: Not applicable. **Skills and Experience**:

High school diploma or equivalent required.

5 years or equivalent of Customer Service experience required.

Proficient keyboarding skills and ability to successfully navigate in Windows software applications.

Must present a professional and pleasant demeanor with customers. Excellent communication (both written and verbal) and organizational skills required in addition to sound telephone etiquette. Proven working experience as a data analyst or business data analyst

Strong with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy

Adept at queries, report writing and presenting findings

**Physical Demands/Work Environment**: 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 the job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk, and use hands to finger, handle or feel. Job responsibilities will expose incumbent to the production floor. Company lifting limitations will be enforced. Specific vision abilities required by this job include close vision and ability to adjust focus

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