Job Description
Job Description
Company Introduction:
Elite Lighting is a leading manufacturer of lighting fixtures that impacts the industry nation-wide. We provide services in engineering, lighting design and consultancy, quotations, product selection and availability, customer service, technical support, marketing, and web design. Our culture is fast-paced, collaborative, and rewarding. We offer training, career development, and upward mobility to the right candidates. As a family-owned business in operation since 1998, we function with the heart of an independently-owned business but with the growth and scale of a large corporation. Elite Lighting fosters a safe, clean environment and we have implemented the necessary safety precautions and cleaning procedures to keep our employees safe and healthy. If you have a can-do attitude and the willingness to put in the hard work to see results develop over time, we encourage you to apply!
Job Title:Customer Service Representative/Project Management Specialist
Department:Customer Service
Reports to:Customer Service Manager
Status:Full-Time
Status:Non-Exempt
Summary:
The Customer Service Representative ensures the satisfaction of our customers by providing the highest quality of service. Their aim is to provide excellent customer service and to promote this idea throughout the company. The Customer Service Representative interacts with customers to provide information in response to inquiries about products and services, and resolves issues that develop in the day-to-day operations. . The representative must comply with the customer service role as the advocate of our customers at all times within the scope of company policies and procedures.
Duties and Responsibilities:
Maintain good attendance and reports promptly for work on all work days to ensure the department has the maximum support needed; Complies with the maximum amount of time allotted for lunch and rest breaks.
Comply with all company-mandated policies and procedures.
Keep accurate records of discussions or correspondence with customers.
Answer all phone calls directed to Customer Service promptly and professionally. Employee must promptly answer all email inquiries within a 24-hour time frame. Calls and emails will mainly relate to helping customers with product questions, price inquiries, stock checks, provide accurate order lead times, minor technical support, shipping rate quotes, and providing shipment tracking information.
Promote increased sales and stocking capacity for assigned new and existing customers.
Expedite customer samples ensuring to track these samples through delivery; Follow-up with customers receiving samples to influence the sale in favor of Elite.
Resolve incoming requests/issues from customers professionally, promptly, and thoroughly. Few issues may be more complex, employee will work with upper management to find a reasonable solution to each.
Provide minor product troubleshooting, and general follow up as needed.
Interact with employees of other departments in a professional and respectful manner. Position requires a high level of interaction with the Shipping, Assembly, Order Entry, and Accounts Receivable Departments.
Review purchase orders received directly through email for accuracy of part number and price, if inconsistencies are found contact customer for clarification or adjustment.
Enter sample orders as needed
Track high priority orders for customers to make sure promised lead times and delivery schedules are followed. This will require strong follow-up with purchasing, data entry, and assembly teams.
Organizes to-do list by continuously monitoring incoming email, tracking priority orders, monitoring open orders, and calling customers. Employee will run weekly reports to monitor orders assigned to his/her respective regional sales team.
Other duties as needed.
Qualifications
Must Type a Minimum 45 WPM
Candidates with Electrical, Electronic, or are Technically-Inclined are preferred
High School Diploma required/Bachelor Degree Preferred
5 years MINIMUM of C.S. experience in an office setting
Candidates with experience in Sales, Marketing, or a Production are preferred
Must have knowledge of the basics of a purchase order
Must have knowledge of warehousing principles
Must have simple arithmetic/accounting knowledge
Familiarity with the Use of the Internet
Basic knowledge of MS Suite, Specifically Excel, Word, and Outlook
Serious applicants only, we’re looking for a long-term candidate looking for a company to call ‘home.’
Personal characteristics
The Customer Service Representative should demonstrate competence in some or all of the following:
Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.
Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problem, and make decisions that enhance organizational effectiveness.
Lead: Positively influence others to achieve results that are in the best interest of the organization.
Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.
Organize: Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.
Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.
Working Conditions
Employee works in a heat/cold-controlled environment inside the office section behind a computer utilizing a keyboard for most of the day.
Uses phone and email to communicate with customers
May ‘chat’ and meet with customers in person on occasion
90-Day Trial Period
Work Hours
Monday through Friday from 7:30AM to 4:30PM with two 10-minute breaks and an unpaid lunch between 12:45 PM to 1:30PM.
Benefits
Competitive salary.
Opportunities for growth.
Competitive health, dental, life, and vision insurance plans.
Elective 401K plan through Principal on completion of a 90-day trial period
6 major holidays paid through the year.
Performance-based bonus at year-end.
3 Paid sick days (Total 24 hours within one year).
COVID-19 considerations:
Face masks required of all employees, temperature checks on arrival, physical distancing.
Job Type: Full-time
COVID-19 considerations:
Face masks required of all employees, temperature checks on arrival, physical distancing.
Company Description
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