Customer Care Representative

POSITION SUMMARY

Under the general supervision of the Customer Solutions Supervisor (CSS), the Customer Service Representative (CSR) assists customers and records necessary customer information by performing the following duties listed below. The CSR is expected to work with minimal supervision within the procedures and limits of the position. Unusual circumstances or situations requiring approvals above the level granted are referred to management.

RESPONSIBILITIES:

- Receive customer orders and order changes via e-mail, Electronic Data Interchange (EDI), and enter these into JD Edwards (JDE) database.
- Communicate with customers via phone (conference calls as needed), and e-mail
- Answer customers' questions on price and availability (standard price or previously approved special pricing)
- Provide stock availability, factory lead-times, tracking information
- Direct customers' questions regarding product applications, and specifications to Inside Sales, Product Support, or the Product Marketing Manager as required
- Enter and manage special quotes in JDE per sales direction
- Proactively manage customer orders by managing backlog, monitoring inventory levels for accounts with inventory agreements, expediting thru Supply Chain and Customer Service Specialist, providing open order reports, managing customer portals
- Initiates and edits sales adjustments and return material authorizations, and submits for approval before entering them into JDE
- Create DAR's (discrepancy action reports)
- Communicate frequently with our 3PL warehouses & Operations Team
- Interact with outside Sales Territory Managers, Area Sales Managers, Inside Sales Reps, Supply Chain and other Omron personnel as required to manage customer orders
- Work on special projects as assigned
- Assist in evaluating efficiencies from internal and external requests and recommend improvements

EDUCATION, EXPERIENCE AND CERTIFCATIONS:

- Education: Associate or bachelor's degree preferred
- Experience: Minimum of 3 years' experience in Customer Service or a similar field with direct customer interaction. Background in related industry, manufacturing or distribution preferred
- Language Skills English/Spanish but Portuguese a plus

KNOWLEDGE, SKILLS AND ABILITIES

- Technical Abilities: Intermediate level proficiency in MS Outlook, Word and Excel skills. Knowledge of JDE is preferred. Bilingual Spanish skills are a plus.

Success Profile:

Innovation – Creating novel solutions with measurable value for existing and potential customers (internal or external); experimenting with new ways to solve work problems and seize opportunities that result in unique and differentiated solutions.

Adaptability - Maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches, and collaborating with others to make the change successful.

Decision Making - Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.

Managing Work - Effectively managing one's time and resources to ensure that work is completed efficiently.

Influencing - Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes.

Earning Trust - Gaining others' confidence by acting with integrity and following through on commitments while disclosing their own positions; treating others and their ideas with respect and supporting them in the face of challenges.

Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message, listening actively to others.

QUALIFICATION REQUIREMENTS - The requirements listed below are representative of the physical and environmental factors the jobholder will encounter. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

- Physical Requirements: Constant sitting and/or standing (desks have height adjustment feature) and use of computer.
- Environmental Factors: Normal office environment
- Travel Requirements: Minimal

Conclusion – This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.