Customer Service Representative

Position Purpose:

The Customer Service Representative (CSR) maintains customer relationships by providing support, resolving issues, and conveying information while assisting with sales, managing orders, maintaining records, expediting special requests, and communicating effectively with various teams to ensure coordinated efforts.

Essential Functions:

• Provide assistance and information to customers regarding products or services.
• Address and resolve customer complaints and problems.
• Process incoming sales orders via phone, internet, e-mail, and electronic data interchange (EDI) while ensuring accurate pricing and data entry.
• Interpret and maintain EDI transmissions while ensuring the timely input of orders.
• Develop and maintain professional relationships with customers to respond to inquiries about pricing, availability, lead-time, and delivery.
• Process return goods requests, review shipment history and pricing, and enter return good authorizations (RGAs) into planning and control systems.
• Review debit memo requests, recommend validity, and obtain proof of delivery from carriers as required.
• Resolve advance shipping notice (ASN) errors daily to ensure accurate customer data and minimal accounts receivable impact.
• Maintain good relations with other departments on customer service issues.
• Advise marketing on pricing errors and customer contract issues to ensure accurate pricing and timely order processing.
• Process and route expedited freight requests and communicate urgent customer requirements proactively to minimize expenses.
• Coordinate customer requirements with production, inventory control, supplier scheduling, and shipping to expedite orders as needed.
• Perform other duties as assigned.

*This is not a comprehensive list of duties. Duties may change without notice in management’s sole discretion. Hendrickson is an at-will employer, each employee is free to resign at any time, just as Hendrickson is free to terminate employment at any time without cause or notice.

Education and Training

• High-school diploma or equivalent required.
• Associates degree or other higher education preferred.

Minimum Qualifications

• A minimum of 3 years’ experience in customer service, sales in the Automotive or a related field.
• Strong written and verbal communication skills required.
• Strong people skills are essential.
• Familiarity with customer service software and EDIs Preferred
• Knowledge of AS400 (KBM)or QAD is preferred.
• An ability to adapt to different situations and manage various customer interactions, sometimes simultaneously is required.
• Experience with Microsoft products such as, but not limited to, Teams, Outlook, Word, Excel, and PowerPoint.
• Ability to work well with other departments and team members to ensure coordinated efforts.
• Willingness to work with a sense of urgency to address customer needs.

 Physical Demands

• Prolonged periods of sitting while working at a desk or computer.
• Frequent use of hands to operate a computer, phone, or other office equipment.
• Occasionally reaching with hands and arms to access files or equipment.
• Some walking may be required within the office and warehouse environment.
• Occasionally lifting and/or moving up to fifteen pounds.
• Specific vision abilities required, that includes close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Frequent talking and hearing to interact with customers and team members.

Environmental Conditions

• Working in a clean, well-lit office environment.
• Noise level can vary, especially in a call center where multiple conversations may be happening simultaneously.
• Offices are climate controlled to ensure a comfortable working environment.
• Frequent interaction with customers and team members, both in-person and via communication tools.
• The role can be stressful due to the need to manage complaints, resolve issues, and meet time-sensitive demands.

Behavioral Traits

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.