Customer Service Rep - HEICO Corporation

Customer Service Representative Job Description
POSITION SUMMARY:

The Customer Service Representative is responsible for interacting with customers to provide standard information in response to inquiries, process orders and resolve complaints.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Confer with customers via email or telephone to provide information about products and services, take or enter orders.
* Support sales team by working with Regional Sales Manager and Mfg. Representatives.
* Respond to customer requests for quote, providing price and delivery.
* Enter customer orders into ERP system, and where necessary, coordinate with customers and other Team members on delivery and order exceptions.
* Compare lists of parts requested by customers with offer to quote.
* Compare actual sales to sales potential to find missed opportunities.
* Review open order report and follow up with customers for order status.
* Perform analysis and tasks in support of other members of the Engineering and Sales Teams.
* Obtain details of customer complaints or issues and assist with process of resolution.
* Refer unresolved customer grievances to designated departments for further information.


ESSENTIAL SKILLS AND KNOWLEDGE:

* Ability to follow directions.
* Adaptability
* Intermediate Microsoft Excel and spreadsheet skills, MS Word and Outlook

* Attention to detail
* Critical thinking
* Customer Service
* Dependability
* ERP Software
* Interpersonal skills to interact with all team members. The individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.
* Integrity
* Problem solving to identify and resolve problems in a timely manner and gathers and analyzes information skillfully.
* Resolving Conflicts and Negotiating with Others
* Time Management
* Verbal and Written Communication skills

EDUCATION AND EXPERIENCE:

* High School Diploma or equivalent.
* One to three years of customer service experience.
* Any equivalent combination of education and experience determined to be acceptable by management.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled