Customer Service Representative

Position Description **Customer Service Representative** A KNIPEX Tools LP (KTLP) Customer Service Representative is an integral member of the KTLP sales team. A KTLP Customer Service Representative provides world - class service to all external and internal customers. **Position Overview** The Customer Service Representative’s role encompasses the complete post-sales support cycle, including the completion of information gathering, order entry, and expediting. Customer Service Representatives should be reliable, responsive, reassuring, empathetic and accurate when handling all inquiries/requests be it from outside or from within the company. **Position Responsibilities** - Provides both external and internal customers with a positive experience during all interactions. - Complies with all company and departmental procedures. - Enters and confirms the accuracy of orders and tracking delivery dates; updates customers and sales regarding issues. - Answers all customer inquiries including products, pricing, and availability. - Anticipates and solves issues before they arise. - Researches orders and resolves issues related to products and services. - Develops an excellent working knowledge of procedural and system-related inventory control requirements, including the proper allocation and distribution of products and services. - Improves and maintains overall customer service functions. This encompasses all order processing requirements including credits, returns, and distribution. - Develops an excellent working knowledge of our quality system and the associated procedures. - Provides support to our sales staff and shares the common goal of creating and maintaining customer relationships. - Works closely with all staff, including warehouse personnel, to ensure proper communication. - Listens actively and responds to customer demands and complaints as “problem solvers”, taking full responsibility and providing positive solutions. - Demonstrates persistence, overcomes obstacles, and strives to improve skills while achieving goals with enthusiasm and positive energy. - Follows through with promises and inquiries in a timely fashion. - Uses good judgment and makes decisions when necessary. - Seeks guidance to answer any questions when unsure of the correct answer. - Forwards all customer e-mail addresses to the marketing department and asks every customer if we can send them our product information sheet/e-mail. - Other responsibilities as assigned. **Position Requirements** Knowledge - High school diploma or equivalent, some college preferred; or equivalent in years of experience. - Minimum of 3 years customer service/order entry experience. - Hands-on operational experience using SAP or comparable ERP system is a strong plus. - EDI experience a plus. - Proficient in Microsoft Office products. - Experience in an industrial manufacturing or distribution environment is a strong plus. - Experience with inventory a plus. Skills - Excellent written and verbal communication skills. - Detail oriented with strong decision making and problem solving skills. - Demonstrated ability to handle a variety of assignments simultaneously. - Ability to work under deadline pressure. - Excellent follow up. - Ability and confidence to communicate at all levels, internally and externally in a professional manner by phone, email and face to face contact. - Conflict resolution and negotiation skills. - Customer focus. Personal Attributes - Flexible work attitude; ability to learn new things quickly. - Sense of urgency mindset with an assertive “let’s get it done” attitude. - Holds self to high ethical standards and is capable of maintaining confidentiality. - Enjoys multitasking. - Professional demeanor. - Energetic, dynamic, and friendly personality. - Strong interpersonal skills and ability to work well with teams. - Interested in achievement of broad objectives through teamwork and collaboration. - Results oriented, self-motivated, and has the ability t…