Customer Service Representative

Job Description:

Position Summary:

Develop and perform all aspects of parts order processing while maintaining the customer service function that is responsive to the needs of customers and Gaylord staff, which includes Engineering, Manufacturing, Sales, Purchasing and Finance. This position will report to the Director of Operations.

Hourly Pay Range: $26.00 – $29.00

Schedule: Monday - Friday, 8:00am - 4:30pm

Essential Functions:

• Process parts and service orders.  Includes quotes and order analysis, making shipping arrangements, preparing documentation, and invoicing.
• Ensure that quotes are processed through the quoting process in a timely manner.
• Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by the customer.
• Package and ship all parts orders.
• Collection of delinquent customer accounts
• Process new customer accounts through credit review.
• Maintain all warranty service orders, including documentation, shipping new parts and processing returns.
• Receive and check customer complaints.
• Confers with production, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments.
• Issue and process Return Merchandise Authorizations (RMA)
• Maintain parts inventory, including purchasing replacement parts.
• Compiles statistics and prepares various reports for management.
• Provide phone coverage backup for Service Line when necessary.
• Perform other tasks necessary for the business unit and service department.
• Learn to provide technical support to customers via incoming phone calls on Gaylord product line
• Maintains the digital parts catalog

Skills/Abilities:

• Excellent communication skills – verbal, listening and written
• Excellent interpersonal skills
• Strong PC skills (MS Word, Excel, and Outlook)
• Proven track record of internal/external customer service
• Ability to multi-task and prioritize multiple daily deadlines
• Organized (high level of attention to detail)
• Sense of urgency

• Problem solving and analytical skills
• Frequently perform work in high pressure situations
• Team Player

Minimum Qualifications:

• Education: Associates Degree in Business
• Experience: Minimum two (2) years experience in office administration

Preferred Qualifications:

• Bachelor's degree in business
• Knowledge or experience with ERP systems (SysPro)
• Shipping and packaging experience
• Experience in technical support
• Experience in manufacturing environment

Physical Requirements/Working Conditions

• Office Environment
• 100% on-site role
• Ability to frequently lift up to 25 pounds (packaging parts)
• No travel required

Compensation Information:

$26.00 - $29.00/hr

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.