Customer Service Representative II

Job Description

Reporting to the Customer Service Supervisor, the Customer Service Representative II serves as the first point of contact for our customers, providing knowledgeable support, resolving inquiries, and building lasting relationships. In this role, you'll play a key part in ensuring customer satisfaction by delivering prompt, professional service while representing our company's commitment to excellence.
 
What you can look forward to as the Customer Service Representative II:

• Research and respond to customer requests for quote, part availability, order status, and related requests.
• Manage specific accounts for OES Passenger Car
• Manage Scheduling Agreements to ensure on time delivery.
• Coordinate field service trips
• Manage ASN and various EDI requirements from assigned accounts.
• Handle complex customer inquiries and complaints, ensuring a high level of customer satisfaction.
• Assist in managing accounts receivable through dispute resolution.
• Maintain proficiency in customer EDI systems.
• Responsible for cross training team members to ensure seamless customer service during vacations/absences.
• Perform related tasks or special assignments and provide backup within department as assigned.

Your Profile as Customer Service Representative II:

• High School Diploma or Equivalent. B.A. Degree preferred.
• 3+ years customer service experience.
• Excellent verbal and written communication skills.
• Proficient in PC software (Microsoft Suite) and previous experience in ERP systems.
• Preferred Skills and Experience
• Proven ability to handle issues quickly and accurately in both the interest of the customer and employer.
• Active listener with strong attention to detail.
• Highly motivated person with willingness to make sound decisions in stressful situations.
• SAP experience preferred.
• Background in technical products, OES Passenger Car and/or automotive a plus. 

Additional Information

The expected base compensation for this role is $59,600.00 - $74,500.00 annually.  Actual base compensation within the identified range will vary based on factors relevant to the position.

Physical demands and work environment

The physical demands and work environment characteristics 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.

Physical demands:  While performing the duties of this job, the employee is required to have sufficient hand, arm and finger dexterity to operate a computer keyboard and other office equipment; and speaking and hearing ability sufficient to communicate in person or over the telephone. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision requirements due to computer work. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Work Environment:  While performing the duties of the job, the associate is in an office environment and is exposed to a warehouse/manufacturing floor atmosphere