Description:
Job Title: Customer Service Domestic I
Department: Domestic Customer Service
Reports To: Global Customer Service Manager
Summary
Performs all duties and responsibilities in alignment with Emergency/Mortuary Sales and Marketing with assigned accounts.
Essential Duties and Responsibilities include the following.
Direct Dealer and Customer contact with primary communication source via phone, email, and fax.Inside Sales Rep Support as neededOrder expediting and contract reviewOrder discrepancy follow-upMaintain orders per customer requestTrack status of customer orders, and communicate to the customers as prescribedEstablish new customer account set-upMaintain existing customer accountsResponds to customer inquiries or complaints regarding Ferno products or servicesCoordinates problem resolution with appropriate departmentsFollow-up to ensure customer satisfaction regarding product or issue resolutionKnowledgeable of Ferno policies, procedures, practices, products, and servicesMaintains and Communicates information via CRM (Customer Relationship Management)Referrals to select Dealer representatives (For non key accounts)Follow-up phone calls and surveys for new products and projectsOrder entry and maintenance Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies.Inbound/outbound phone calls, emails, faxes , log in to customer call quePCS/Warranty processingCrediting/re/invoicingProcess price quotesProcess freight quotesMaintains and updates files as necessaryAssist in other areas of the department as neededOther duties may be assigned.
Education and/or Experience
High School diploma or GED required with prior experience in customer service areas and with the public preferred. And/or training; or equivalent combination of education and experience.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Excellent attendanceGood organizational skillsAbility to take direction and work independentlyWorking knowledge of WORD and EXCELKnowledge of AS/400 (INFOR XA) a plus Knowledge of CRM (ZOHO) a plus)Ability to type with speed and accuracy
Ferno is an equal opportunity employer and that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.
Requirements:
Equal employment opportunity, including veterans and individuals with disabilities.
PI267862315
