Customer Service Representative

Royal Brass and Hose

Since 1949 Royal Brass and Hose has been a distributor of high-quality mobile equipment products like hydraulic and pneumatic parts, hoses, fittings, fasteners, adapters, and more. Our solutions, expertise and service excellence empower customer success.

We are employee-owned! Royal Brass and Hose has been an ESOP since 2018. In addition, we offer a competitive benefits package including 401K match, health, vision and dental insurance, voluntary group insurance and company profit sharing.

Job Purpose

The Customer Service Representative helps ensure customer satisfaction by ensuring that orders are processed correctly, and all deadlines are met. They answer product and service questions, suggesting information about other products and services. They process orders, prepare correspondences, and fulfill customer needs to ensure customer satisfaction.

Essential Job Functions

• Order entry – Includes but not limited to direct entry, fax, online orders
• Answer customer and territory/account managers phone calls
• Respond to territory manager and customer questions – Provide pricing, availability, product knowledge and enter NCI parts as required
• Open order management – Review customer open orders daily
• Back-order fill management – Review, fulfill, print customer backorders daily
• Customer Credit - Process customer return authorizations and credits per company policy in a timely manner
• Dispatch – Dispatch/invoice orders in a timely manner as required

Inventory/Control/Cycle Counting - Include but not limited to counting, measuring, recording as a team with other warehouse associates

Year-end inventory - Include but not limited to counting, measuring, recording as a team with other warehouse associates

Other Job Duties as Assigned: Include but not limited to assisting in order pulling, shipping, receiving, QC, Kitting, front counter, housekeeping, preventative maintenance on equipment, team meeting participation that results in continuous improvement, posting performance metrics, organization of various celebrations, attending training meeting or classes.

Qualifications

• Excellent customer service skills
• Ability to work independently and safely
• Basic computer knowledge required
• Good typing skills
• Data entry skills
• Ability to multi-task
• Detail oriented
• Good decision-making ability
• Good written and verbal skills

Ability to work in a fast-paced environment for long periods

Great team spirit

Able to work alone and self-motivated

Good math skills

• High school diploma or GED

Working Conditions

In office/warehouse setting

Minimal climate-controlled environment

Physical Requirements

Able to lift 40 lbs.

Able to push 30 lbs.

Able to push or pull 50 lbs.

Able to reach overhead occasionally

Ability to sit for prolonged period of time

Ability to stand for prolonged period of time (when covering front counter)

Ability to walk, bend, stoop and climb stairs as needed

Able to use repetitive hand movements: stapling, using tape gun, grabbing bags, typing