Customer Service Representative - OKC Motors

Summary

Responsible for handling all commercial activities from the receipt of a purchase order to shipment, as well as providing follow-up customer support after shipment.

Responsibilities

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Review quotation documents and purchase orders and reconcile any differences.
• Enter new orders into the Company business system.
• Develop order development sheets (work scope) based upon quotation documents and customer purchase orders.
• Act as the primary communication liaison between Operations and the customer from the beginning to the end of an order.
• Perform job cost review upon completion of a project and prepare billing summaries and other information necessary to facilitate invoicing the customer.
• Prepare project documentation (instructions manuals, etc.) and mail to customer.
• Provide tours of the plant for customers and/or guests.
• Provide training, guidance, and procedures for new employees.
• Quote new equipment and parts and follow up.

• Support staff on assigned project-based work.
• Continually work in a safe manner in compliance with Company Environmental, Health, and Safety rules and guidelines.

• Other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Continuous Learning – Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; requires minimal supervision; displays understanding of how job relates to others.

Use of Technology – Demonstrates required skills; adapts to new technologies; uses technology to increase productivity.

Design – Demonstrates attention to detail.

Problem Solving – Gathers and analyzes information skillfully; develops alternative solutions.

Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service ; responds to requests for service and assistance; meets commitments.

Communications – Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Cooperation – Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.

Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; contributes to building a positive team spirit.

Written Communication – Writes clearly and informatively; able to read and interpret written information.

Cost Consciousness – Develops and implements cost saving measures; conserves organizational resources.

Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Organizational Support – Follows policies and procedures; completes administrative tasks correctly and on time.

Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Personal Appearance – Dresses appropriately for position; keeps self well groomed.

Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Dependability – Follows instructions, responds to management direction; takes responsibility for own actions.

Initiative – Volunteers readily.

Innovation – Meets challenges with resourcefulness; generates suggestions for improving work.

Judgement – Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

Planning/Organizing – Prioritizes and plans work activities; uses time efficiently.

Quality – Demonstrates accuracy and thoroughness; monitors own work to ensure quality.

Quantity – Completes work in timely manner.

Safety and Security – Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions ; uses equipment and materials properly.

Requirements

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

H.S. Diploma or GED required.

Three to Five years of experience quoting new sales and repair of equipment in the electric motor industry. Knowledge in product support, customer service, inside sales, or proposal support.

Dedication to providing exceptional customer service and developing strong customer relationships.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should be proficient in Microsoft Word, Excel, Outlook.

Certificates, Licenses, Registrations

None

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.  The employee is frequently required to reach with hands and arms.  The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision and depth perception.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.