Customer Service Representative II (CWT)

Customer Service - Order Processing

Performs various customer support and order processing duties;

• Process customer orders: accurately enter order details into ERP system and ensure timely processing
• Verify product availability: check inventory levels/lead times and coordinate with production teams
• Handle order modification: manage any changes to orders, including modifications, cancellations returns
• Collaborate with cross-functional departments: works closely with customer service, sales, production, engineering, and shipping departments to ensure seamless order fulfillment
• Maintains records: keep accurate records of all orders and transactions
• Able to recognize the different product lines on a PO or email inquiry to prevent order errors.
• Performs sales order entry into company ERP system, including utilizing the product record program to issue serial numbers.
• Generates and prepares work orders for distribution to production.
• Provides internal post-order support on questions from the factory.
• Ensures continuous and timely movement of work orders to production areas.
• Ensures SOP's are up to date and changed as needed.
• Maintains quality and KPIs

Customer Service - Support

Receive and make calls direct from customers through call center log in.

• Handle high call volume: manage a high volume of inbound and outbound calls with a professional and courteous manner
• Manage and record high call volume via call center program
• Addresses customer order support to fulfill customer expectations
• Handles customer direct order modification requests: acts as the liaison between the customer and internal teams and properly documents order modifications for order processing and internal teams.
• Acts as customer contact regarding purchase orders and non-warranty return authorizations.
• Reviews customer purchase orders for various product lines to ensure accuracy- including pricing, payment terms, discounts orders, shipping terms, T's and C's, account/payment information, Rep/RSM information.
• Works with production and engineering to review bill of materials and adjusts as necessary.
• Resolve product or service problems (non-warranty) by clarifying the customer's complaint; determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting the correction of adjustment and following up to ensure resolution.
• Works with engineering or the Customer Service Supervisor on product pricing issues in ERP and requesting new part number set up.
• Issues RA's for non-warranty items, standard service/repair work.
• Ensures SOP's are up to date and changed as needed.
• Able to recognize the different product lines on a PO or email inquiry to prevent order errors.
• Works with accounting on resolving credit issues.
• Assists Rep's/RSM's in resolving customer or order related issues.

Other Responsibilities and Functions

• Maintains clean, orderly, and safe work area.
• Observes and complies with all safety regulations and company policies.
• Maintains a commitment to teamwork and a positive, supportive attitude to all personnel.
• Supports continuous improvement activities (VES).
• Performs other related duties as assigned or requested.
• Supports VES activities such as standard work 5s execution, uses VES tools provided by Veralto.

Education and Experience:

• High school graduate or equivalent.
• Minimum 4 years of clerical/admin/customer service experience required.
• Oracle experience preferred but not required.

Skills and Competencies:

• Proficiency with PC, Microsoft Office Suite required. Knowledge in use of personal computers, and common business productivity tools such as word processors, spreadsheets, databases, etc.
• Able to establish and maintain productive working relationships.
• Excellent organizational and time management skills.
• Excellent communication skills including excellent written and verbal communication skills, self-motivated, self-starter, sense of urgency, personable.
• Ability to work under pressure and manage many tasks simultaneously.
• Ability in analytical thinking.
• Ability to present complex or difficult messages clearly and persuasively.
• Skills level is determined by Skills Matrix and Leveling Guide.

Work Environment

• The work environment consists of an indoor, work or home office environment with good ventilation, adequate lighting, and low noise levels.

Physical Demands:

• The physical demands 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.