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Customer Service Representative

ACO USA

This is a Full-time position in Casa Grande, AZ posted April 1, 2021.

SUMMARY

Responsible for the efficient and effective handling of customer service activities which include, but are not limited to; processing purchase orders and responding to customer inquiries and complaints pertaining to the sale and shipment for all ACO products.

ESSENTIAL DUTIES AND RESPONSBILITIES include the following:

  • Answer questions for customers and outside sales staff on the status of in-house and shipped orders, product information, invoicing discrepancies, availability, lead times, prices, freight costs.
  • Prepare Returned Goods Authorizations and Credit Requests.
  • Process credit card payments
  • Provide customer support through knowledge of our products and their applications.
  • Respond to inbound sales calls.
  • Maintain effective communication flow among customers (both internal and external to the company), management, and outside sales representatives.
  • Process requests for samples from Area Sales Managers, ACO distributors and Specification Representatives.
  • Prepare and send submittal package to ACO Distributor or Direct Buy customer after a Purchase Order has been received.
  • Accurate data entry of all purchase orders ensuring that all material and freight costs match exactly to customer’s purchase order, generate and check order acknowledgements; email to customer.
  • Coordinate special pricing or handling instructions by comparing quotations and drawings to orders, or communicating with sales staff or technical department. Compare materials lists for drawings to orders, and discuss with appropriate personnel as necessary.
  • Follow-up on orders which require special handling, fabrication, or purchased parts by communicating/discussing with the appropriate/relevant parties’ i.e. the Customer, ISR, ASM, OM.
  • Investigate and document customerclaims in the Customer Incident Database regarding missing material, material breakage, price discrepancies, etc.
  • Comply with Company policies and procedures.

Competencies

Communication Proficiency.

Customer/Client Focus.

Organizational Skills.

Problem Solving/Analysis.

Technical Capacity.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. (may vary depending on region/territory).

Required Education and Experience

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

Additional Eligibility Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Ability to read and comprehend simple instructions, short correspondence, and memos.
  • Ability to write simple correspondence.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute percentages.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
  • Ability to use Windows Office programs.
  • Keyboarding skills of 35 wpm.
  • Professional phone manners.

E.O.E