Customer Service Representative Hilco

Title: Customer Service Representative

The Customer Service Representative shall be responsible for the service of customers, sales representatives, and/or distributors for an assigned product. The duties shall include but not be limited to the following:

• Receive orders, determine what is required and when necessary, interpret customer's prints, and process orders in the computer system
• Determine if ordered items are standard product or engineered to order items
• Facilitate sending and following up on all approval drawings for ETO items
• Maintain customer master files in the computer system
• Invoice customer orders once packing lists are received back from the shipping departments
• Coordinate making sure that the quality department is aware when an order ships so they can send out the quality documents per the DRC
• Coordinate the shipping date of customer orders with production and maintain these dates in the computer system.
• Issue acknowledgements and re-acknowledgements (when dates are rescheduled)
• Complete customer complaints per the SOP
• Work with freight forwarders, logistics personnel, etc. to obtain freight quotes.
• Issue return of goods authorization numbers to customers and write up appropriate credits when goods are returned, inspected, and the proper documents are received back from the shop. Once approval is secured, it is the customer service representatives responsibility to enter the credit in the computer system.
• Support Regional Sales Managers as appropriate and serve as a backup for them while they are out of the office.
• Coordinate with Engineering, Marketing, Sales, and Production on orders for special equipment, i.e. tradeshows, rentals, etc.
• Monitor customer websites for orders. Download and process these orders following all procedures as given by the customers for their given sites.
• Quote price book items to end users, distributors, sales representatives, and OEM's within 24 hours.
• Process all required documentation for international shipments to ensure customer requirements.
• Completing bill of ladings and other shipping labels with correct and accurate information given by the customer
• Perform all general clerical duties associated with the job and perform other related duties as assigned by the Customer Service Mgr.