Customer Service Representative

  • Department/Group: Customer Service
  • Location: Thomas Johnson Drive
  • HR Contact: Cindy Malone
  • Supervisor: Brian Crain
  • Job Category: Customer Service
  • FLSA Status: Non-Exempt
  • Position/Hours: 40
  • Daily Schedule: M-F 8:30 am - 5:00 pm

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ROLE AND RESPONSIBILITIES
Responsible for responding to customer requests and inquiries regarding EDCO’s products. Analyzing and rectifying customer concerns using established procedures. Represent the company to customers in a way that promotes a positive relationship from the perspective of the customer. Support EDCO product sales, customer training, application questions, and order entry. Work with the Distributor/Dealer Markets in order to achieve sales and training goals.
• Process Home Depot Electronic Data Interface orders
• Responsible for call-outs from Down tool report and submitting notes to Home Depot Corp.
• Responsible for Annual pricing uploads and ongoing pricing maintenance updates
• Updating Tool Rental Coordinator missing pricing/ part description requests
• Update I-fix-it and HD Corp personnel parts lists changes
• Attend quarterly business update zoom meetings
• Notify production of new store’s immediate shipping needs
• Prepare official quotes to comply with pricing and term rules set for EDCO Direct and EDCO’s distribution partners.
• Support EDCO Master Distribution by guiding various EDCO product consumers/end users through this channel to purchase EDCO products.
• Provide product training and technical support to municipal users, dealer/distributors, contractors, and general rental companies.
• Respond to incoming customer requests/questions/ orders by telephone and e-mail in a timely, courteous, and professional manner to ensure customer satisfaction
• Read and understand schematics
• Process equipment, accessory, and parts orders
• Notify customers of back orders and order status, using a computer, in a timely manner to ensure customer satisfaction
• Recommend replacement parts and preventative maintenance
• Diagnose mechanical issues for customers and provide appropriate solutions
• Develop positive working relationship with Customers and Key Management personnel, w/ emphasis on HD
• Process warranty claims based on companies RMA and Warranty Claims
• Accurately document customer issues within a case/claims system
• Continue to expand and update knowledge of EDCO’s product line through regular internal and external training
• Some outside travel for training or tradeshows maybe required
• Other duties as assigned
QUALIFICATIONS AND EDUCATION REQUIREMENTS
High School diploma. Customer service, construction, manufacturing or equipment related experience preferred. Excellent oral and written communication skills. Working knowledge of Microsoft suite & advanced keyboarding.
REQUIRED SKILLS
• Strong organizational skills along with excellent oral and written communication ability
• Strong Telemarketing Skills
• At least 2 years experience in a forward facing customer service role
• Ability to work well under pressure
• Adhere to company’s attendance policy
• Set a high standard of conduct and productivity
• Must be able to type 40 words per minute
• Ability to manage multiple tasks in a time critical environment
• Abide by company policy on matters related to civil rights of employees
• Knowledge of Microsoft Excel, Word, Power Point, Outlook

PREFERRED SKILLS
• Ability to learn MRP/ Data entry systems
• Construction, manufacturing or equipment related experience preferred
• Ability to work independently
• Ability to establish rapport, and respond to questions using the telephone and e-mail.
• Strong mechanical background
• Excellent attention to detail
• Understand machine parts breakdown/rebuild
• Ability to sit for extended periods of time (up to 8 hrs. in one day, 5 days per week)
• Ability to problem-solve

PERSONAL PROTECTIVE EQUIPMENT:
• Safety glasses
• Steel-toed shoes
• Ear plugs
WORK ENVIRONMENT:
An office setting (desk, chair, etc.) that is both carpeted and has linoleum flooring. The use of stairs may be necessary, yet an elevator is available. The office environment is air conditioned/heated and the noise level can vary from normal to high depending on the volume of telephone calls and occasional warehouse production onsite.. A warehouse setting with concrete floors may also be presented. The temperature will vary with the seasons (hot/cold). The use of stairs may be necessary, yet an elevator is available. The noise level is loud.

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