The highly visible position of Customer Service Representative (CSR) is AMERICAN's single point of contact for service of customer account-related issues. Customer service is provided through immediate, direct assistance and decision making for all customer requests. In addition to being the customer/company liaison for all order management issues, including bidder questions and quotes, status queries, changes, substitutions, complaints, claims and back charges, the CSR is responsible for proactive anticipation and management of customer service-related needs. The CSR will also act as "Virtual" Team Leader, coordinating supplemental Customer Service Support Team members throughout the organization, including Sales Engineers, Inspection, Manufacturing, Accounting, Credit, Purchasing, and Traffic personnel. The CSR will also be responsible for project quotations, scheduling, and documentation.
Provide the highest quality customer service and assistance possible to AMERICAN customers, including preparation of quotations in the highest professional manner and form.
Represent AMERICAN as the single point of contact for all customer account-related issues.
Coordinate resolution of all customer-related issues by acting as Team Leader for all Virtual Teams created to assist the CSR in serving the customer. Communicate with all relevant groups, including (but not limited to) purchasing, traffic, inspection, manufacturing, shipping, sales engineers, distributors, engineers, and contractors to gather, resolve and distribute necessary information to satisfy the customers' request.
Identify and utilize the communication mode (e.g., phone, fax, mail, or special courier) which best serves the customers' request.
Maintain outstanding levels of courtesy, sensitivity and responsiveness under high stress and other adverse situations.
Develop expert-level understanding and familiarity with the customers' business and unique needs. Create and build partner-type relationship with customer. Proactively anticipate customer needs and address before receiving inquiry.
Enter customer orders into the computer system for manufacture and shipment. Issues revisions to orders as needed.
Initiate material return request and credit as needed to maintain reputation of product and customer relations. Review invoices to insure accuracy.
Assist field salespeople, as required, to enhance customer service.
Prepare daily/weekly/monthly reports as requested by Steel Pipe Sales management to maintain normal operations of the department.
Actively participate in continuous improvement programs for Steel Pipe Sales and AMERICAN.
Keep work area clean and orderly. Know safety rules that apply to the safety of others and to personal safety. Report malfunction of equipment to proper authority. Perform other work as instructed by supervision.
Must possess the knowledge, skills, and abilities to perform the job duties.
Must be physically able to perform the essential functions of the job, with or without reasonable accommodations.
Must exhibit a record of punctuality and good attendance.
Must demonstrate outstanding oral and written communications skills.
Must demonstrate outstanding, service-oriented interpersonal skills and positive attitude.
Must exhibit close attention to detail and good organizational skills.
Must exhibit ability to handle multiple projects at one time.
Must exhibit pro-active, "self-starter" personality.
Must demonstrate excellent telephone manner.
Must demonstrate proficiency in operating common Windows-based business computer software, including spread sheets and word processing programs.
Must exhibit ability to work mathematical calculations, which typically relate to quotes and credit decisions, accurately.
Must demonstrate aptitude for reading and understanding technical specifications and requirements.
Must demonstrate ability to gain thorough understanding of AMERICAN's products and applications.
Must demonstrate ability to be resourceful in answering customer needs with AMERICAN products.
Must exhibit a high degree of professional flexibility, especially in work hours, as well as adaptability to evolving Customer Service function.
Must demonstrate ability to work under stress and maintain composure and professionalism.
Must demonstrate pro-active decision making, problem solving and negotiation skills which create "win-win" results for the customer and AMERICAN.
Must have direct experience, or related supporting role, in a Customer Service/Account Resolution-type department.
Must be willing to participate in extensive and ongoing customer service training programs.
Must be willing to travel, on a limited basis, for customer relationship building.
Five years customer service experience in a technical environment.
Technical experience or related training in Steel Pipe Sales.
Bachelors (4-year college) degree or Associates (2-year) degree with college courses completed in engineering, math, business administration or marketing.
Demonstrate the ability to read, comprehend and analyze technical information including specifications and specific customer requirements.
Demonstrate knowledge of AMERICAN products and applications.
Demonstrate sales ability.