Customer Service Representative

Customer Service Representative

The primary function of this position is to assist customers via multiple means of communication with any service issues presented. The Customer Service Representative will interact with multiple departments and co-workers from other locations. The CSR is an integral part of the customer's experience with the company.

Essential Duties:

• Assist customers with quotes, orders, delivery, troubleshooting any issues and any other general customer concerns.
• Maintain a professional attitude and relationship with every customer and build a positive rapport with callers.
• Enter quotes and orders into the system in a timely and accurate manner.
• Calculate and enter fabrication changes as needed to order.
• Request quotes and order from vendors as needed.
• File orders, and other office paperwork in a timely and accurate manner.
• Process warranties and documentation in accordance with company policy.
• Champion an overall culture of teamwork and cooperation between locations and departments.
• Provide assistance to internal and external customers with a can-do attitude.
• Demonstrate and uphold Midland Values: Service, Quality, and Integrity.

Marginal Duties:

• Assist in Production areas as requested.
• Other duties and responsibilities as assigned by Management.

Competencies Required:

• Professional and courteous demeanor on and off the phone
• Ability to create and maintain relationships
• High level of attention to detail, organization, and follow up
• Excellent time management skills
• Ability to multi-task
• Ability to perform basic math skills: addition, subtraction, multiplication, and division of whole numbers, fractions, and decimals
• Sound judgment, decision-making, and problem-solving skills in all situations
• Strong customer focus for both internal and external customers
• Have prompt and reliable attendance

Supervisory Responsibilities:

This position does not have any supervisory responsibilities.

Education and Experience: High School or GED required, and 1 year experience in a manufacturing environment preferred or an equivalent combination of education and experience to successfully to perform the essential responsibilities and duties as listed above.

Equipment/Software Used:

• Microsoft Office Suite
• ERP
• General Office Equipment
• Multiple Line Phone System
• AS400 (Green Screen)

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 a qualified individual with disabilities to perform the essential functions of the position as required by state and federal law.

Physical Demands-Indicate Frequency:

Other Physical Requirements: The ability to remain stationary and visually see a screen is required. The ability to hear and communicate verbally is required.

Work Environment: Work is performed primarily inside an office environment. The noise level in the work environment is usually quiet in office settings and moderate in other situations.

Travel: This position requires no travel.