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Customer Service Representative

Garlock

 

Customer Service Representative

  • 492797
  • Remote
  • Palmyra, New York, United States
  • Garlock
  • Sales & Marketing
  • Full-Time/Regular

JOB SUMMARY: 

This position is accountable for providing quality service by handling inbound orders in a customer contact center. Performs duties that require knowledge of company policies and procedures, including pricing, contract review, product specifications and applications, quote and order entry, returns and credit requests.    

  

ESSENTIAL FUNCTIONS: 

  • Performs contract review on incoming orders, including  shipping terms, freight terms, and methods to insure the accurate information is entered and products are shipped according to the customer’s request.  

  • Adhere to company and departmental policies with regards to attendance, daily schedules and call handling expectations. 

  • May act as inside contact and liaison for Garlock Customers, Area Managers, Regional Managers, Product Line Marketing personnel, Quality Assurance, Engineering, and/or shipping to clarify questionable items on quotations and orders with assistance.  

  • Sales Order changes are made and appropriate individuals are notified in accordance with company policy and customer requests.  

  • Prepares Special Order Checklists as necessary.  Sales Order changes are made and appropriate individuals are notified in accordance with company policy and customer requests.  

  • Contributes towards a positive work environment, is a team member by working cooperatively with other Garlock departments, attending and participating in meetings and other Garlock functions.  

  • Positively embraces and drives change.    

  • Follows up on expedites provided by customer care team.    

  • Maintains accurate records of all correspondence received and sent, including formal and informal quotations, internal memos, procedures, instructions, sales orders, technical data, etc. 

  • Participates in project teams as assigned.  

  • Develops, demonstrates and maintains a basic working knowledge of Garlock products, services and company policies.  Shows a desire and motivation for growth and learning.  

  • May be required to edit and correct orders received.  

  • Required to understand shipping terms, freight terms, and methods to ensure the accurate information is entered and products are shipped according to the customer’s request. 

  • Manages and distributes workload from shared mailboxes.  

  

COMPETENCIES:  

  • Collaborates:  Building partnerships and working collaboratively with others to meet shared objectives.   

  • Manages conflict:  Handling conflict situations effectively, with a minimum of noise.   

  • Demonstrates self-awareness:  Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.   

  • Self-development:  Actively seeking new ways to grow and be challenged using both formal and informal development channel.  

JOB QUALIFICATIONS:  

  • Associates Degree in Business or equivalent experience  

  • Professional verbal and written communication and listening skills    

  • Comfortable working with computers using a variety of applications in a windows environment.  

  • Ability to perform multiple functions in a fast-paced working environment.  

  • Analytical and problem solving abilities.  

  • Flexibility in work schedule.  

  • Basic organizational skills.  

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GLOBAL PERFORMANCE: Nearly half of annual sales are generated in markets outside the U.S.

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