Customer Service Representative

General Description

Working under the direction of the Customer Service Supervisor, this position is responsible for assisting customers by addressing and answering product and service questions regarding Danuser attachment and OEM products. Also responsible for the processing of orders, other data entry responsibilities, and consistently communicating with Sales and Production.

Education, Certifications, Licenses, and/or Registrations

High school or equivalent is required.

Experience

One (1) year customer service experience required.

Specialized Knowledge and Skills

• Proficient in the use of multi-line phone system
• Demonstrated understanding and ability to work with consumer population
• Computer proficient with a working knowledge of Microsoft Office Suite products
• Working knowledge of office equipment including phones, computers, copiers, etc.
• Must have strong verbal, written, oral, and interpersonal skills
• Must have clear communication skills and be able to reiterate information as necessary
• Strong accuracy and attention to detail
• Able to multitask
• Flexible in work and schedule
• Problem solving skills
• Positive attitude
• Active listening skills

Essential Duties

1. Correspond with OEM customers, distributors, dealers, and end users via phone, email, chat/text, or in person.

2. Run shipping quotes.

3. Receive, confirm, and process customer orders.

4. Enter new customer information into computer system.

5. Track sales leads, compose lead letters, and communicate leads to distributors.

6. Track and file customer satisfaction surveys.

• Address customer concerns/complaints with Sales

7. Record customer feedback in SLS-FM-125.

8. Track and file customer warranty registration forms.

• Advise distributors of new registrations in their area
• Enter warranty registrations in the computer system

9. Process warranty claims.

10. Maintain a high level of company product knowledge.

11. Work to resolve customer issues with attachment products.

• Explain and instruct proper use, assist customers, and troubleshoot Danuser attachments.
• Address and resolve customer complaints and concerns.

12. Package literature requests for distributors.

13. Compose and mail/email old attachment letters.

14. Archive and maintain historical sales documents.

15. Utilize multi-line phone system.

16. Forward external calls to appropriate internal departments.

17. Communicate with Shipping regarding issues, updates, and timelines.

18. Participate in special department projects as necessary.

19. Handle sensitive material in a confidential manner.

20. Follow all company and safety policies, guidelines, and rules.

21. Follow all quality standards.

22. Work in a fast-paced environment.

23. Stay focused and on task with minimal supervision.

24. Maintain a clean and organized work area.

25. Maintain regular and reliable attendance.

26. Perform other duties as assigned.

Work Environment

Mainly an office environment position, this role routinely uses standard office equipment such as computers, phones, photocopiers/printers, and filing cabinets. For production‐related needs, intermittent trips to the manufacturing shop floor will be necessary. Safety eyewear and other PPE required as needed.

Physical Demands

Must be able to concentrate for extended periods of time. The position may require long periods of sitting or standing while using office equipment.

Schedule

Full‐time, non-exempt. Regular office hours Monday through Friday, 7:30 AM – 4:30 PM. Overtime may be required.

Travel

Some travel may be required for training and trade shows.

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Activities, duties, and responsibilities may change at any time with or without notice.

Danuser Machine Company, LLC
500 E. 3rd St.
P.O. Box 368
Fulton, MO 65251

www.danuser.com

hr@danuser.com

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Referral program

Shift:

• 8 hour shift

Application Question(s):

• How many years of Microsoft Office experience do you have?
• How many years of multi-line phone experience do you have?

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 1 year (Required)

Ability to Commute:

• Fulton, MO (Required)

Work Location: In person