DOUGLAS DYNAMICS, L.L.C.
JOB TITLE: Customer Support Representative I DEPARTMENT: Customer Support
REPORTS TO: Customer Support Supervisor STATUS: Salaried, Non-exempt. $42-$43K per year in base salary + profit sharing.
JOB SUMMARY: Work to further develop the skills and competencies outlined below.
DEVELOPING SKILLS AND COMPETENCIES:
The requirements listed below are representative of the knowledge, skill and / or ability required to successfully perform the essential functions of this job.
Related Skills and Knowledge:
Developing Traffic/Shipping industry knowledge.
Developing ability to apply mechanical aptitude.
Ability to apply basic mathematical skills such as calculation of discounts and percentages.
Development and Growth:
Developing ability to apply complex product and industry-specific topics and leverage the material to successfully service internal and external customers as part of the Essential Duties and Responsibilities as outlined in this Job Description.
Follow and utilize departmental Standards of Work.
Participate in the creation, revision, and release of Standards of Work.
Developing ability to efficiently and accurately record data such as Customer Orders, Complaint Records, Warranty Registration, and other relevant data.
Developing ability to successfully maintain and contribute to 5S goals
Developing ability to articulate the significance of Lean concepts and 5S to the overall health and success of the business.
Communicates efficiently, effectively and professionally as perceived by the internal and external customers.
Demonstrated ability to consistently maintain a high level of energy and enthusiasm that is undeniably perceived by internal and external customers.
Demonstrated ability to accept and support changes in procedures, products, and services and offer constructive feedback throughout the developmental process.
Demonstrated ability to work effectively with wide-ranging personality types and diplomatically resolve conflict.
Demonstrated ability to operate effectively in a team environment across discipline and geographical boundaries.
Developing ability to utilize multiple computer software programs including Microsoft Outlook, Microsoft Excel, and Microsoft Word.
Developing ability to effectively utilize ERP system and proprietary software to conduct searches, answer questions, produce reports, provide order details, shipping schedules, etc.
Developing ability to effectively utilize CRM software to conduct searches, answer questions, produce reports, and record relevant customer interactions.
Developing ability to navigate and utilize company and related industry websites and software such as eCommerce, CARMA database, Match programs, etc.
Developing ability to educate and train customers on company and industry related websites and software to nurture and grow customer development.
Demonstrated ability to think logically and practically before making decisions.
Consistently seeks advice when appropriate.
Demonstrated ability to maintain confidentiality when required.
Product and Technical Knowledge:
Successfully complete Basic Sales Certification
Successfully complete Basic Technical Certification
Developing ability to understand sales forecasting, production scheduling, and supply chain.
Developing ability to understand and apply Available to Promise as it relates to and impacts customer service and order management.
Leadership and Development:
ESSENTIAL DUTIES AND RESPONSIBILITIES: Include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Receive telephone calls and answer questions pertaining to inventory availability, order status, ship dates, vehicle applications, distributor location referrals, pricing, invoice inquiries, product inquiries, freight inquiries, promotions and programs, and literature requests.
Provide proper follow-up by returning all customer inquiries promptly.
Process orders received via telephone, fax, e-commerce, e-mail, and postal mail into TCM (ERP System). Solicit sales of new or additional services. Maintain customer files via hard copy and electronic format.
Help manage an effective and cost sensitive freight schedule by working closely with direct supervisor and scheduling coordinator of the Milwaukee and Rockland Customer Support department (where applicable).
Maintain superior customer service by tracking missing orders, answering / correcting complaints concerning billing, service rendered, shipping errors, shipping damage and freight claims, shortages, and returning voice mail messages. Timely and thorough recording of pertinent errors into CARMA database and generation of RMA records when appropriate.
Refer customer concerns of service or product failure to the designated department for investigation.
Gather materials needed to produce (program/promotional) mailings to distributors. Ability to assist/manage/implement other projects as needed with minimal supervision.
Follow all Douglas Dynamics safety rules; maintain safe work area and equipment. Promptly report or resolve any unsafe conditions.
Maintain and submit monthly report to supervisor.
Follow all Company and department procedures and policies.
Complete other reasonably related duties as assigned.
MAJOR WORKING RELATIONSHIPS: Distributors, general public, Regional Sales Managers, Technical Support, Shipping Department, Accounting, other internal departments.