Customer Service Representative

Our Company

Lancer Worldwide, a Hoshizaki Company, is an award-winning global leader in beverage dispensing. Through innovation and a commitment to dedication in action, we create products that benefit our customers worldwide, and give them a distinct advantage in the marketplace. We offer our teammates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We welcome talented, passionate, and highly motivated individuals to join our team.

Summary/ Objective

Processes sales orders, resolution of customer product or service issues, reporting as required, tracking on order demand and communication of forecast variances. Coordinates test & evaluation of equipment while providing general customer service as required.

Key Performance Indicators

• Person should send, at the least, an initial response to customer within 24 hrs of any request.
• Person should monitor sales order cycle time to ensure a positive delivery performance.
• Person should manage dates on sales orders keeping late lines to minimum.
• Individual should improve B2B relationships

Essential Functions

• Processes territory sales orders and order changes to include price quotations, preparation, and follow-up on purchase orders and confirmation of shipment dates.
• Process customer concession requests or Trial and Evaluation requests through the Sales Order process, per policy guidelines.
• Maintains purchase order communication files per policy guidelines.
• Uses manufacturing resource software to retrieve customer information, verifies inventory levels, and processes purchase orders.
• Interfaces with Production Control staff regarding order status and scheduled shipment dates.
• Will provide Sales rep or Sales engineer any information pertaining to forecast.
• Provides sales representatives and customers with informational materials such as sales brochures, catalogs, etc.
• Verifies customer credit status with accounting department and completes necessary paperwork to issue credit or debit.
• Other responsibilities as needed and assigned

Knowledge, Skills & Abilities

• Computer skills: Proficiency in word processing and spreadsheet applications required (MS Word & Excel preferred).
• Familiarity with manufacturing software applications preferred.
• Accurate typing and data entry skills required.
• Strong organizational and problem-solving skills required
• Excellent oral and written communication skills with a demonstrated ability to interact effectively with individuals at all levels in the organization required
• Knowledge of fountain beverage dispensing industry and equipment preferred.
• Bilingual preferred.

Education & Experience

• High School Diploma or GED equivalency required
• Some college in a business-related field preferred
• Minimum 1-year general office experience required, with exposure in a customer service environment preferred
• Bilingual Preferred but not required

Work Environment

This job operates in a combination of field and professional office environments. This role routinely uses standard office equipment such as computers, phones, and photocopiers. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes, or airborne particles, toxic or caustic chemicals and vibrations. The noise level in the work environment is usually moderate.

Physical Demands

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. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, walk, use hands and fingers, handle or feel, and reach with hands and arms. This position requires the ability to occasionally lift office products and supplies, up to 25 pounds.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

Additional Information

Lancer Worldwide does not provide employment-based visa sponsorship for this position. Candidates must be legally authorized to work in the United States and must not require employer sponsorship to obtain or maintain work authorization for this position.

Applicants who require reasonable accommodation during the application or interview process should contact Lancer Worldwide directly.

Notice To Third Party Agencies

Please note that LANCER does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, LANCER will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, LANCER explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of LANCER.

EEO Statement

Lancer provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.