Customer Service Representative

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES (Including the following: Other duties may be assigned)

· Negotiate and resolve customer questions relative to product availability, Purchase Order issues, credit disputes, product performance, product application and product configuration, discounts and pricing. Empowered to make monetary decisions that result in dispute resolution and customer satisfaction.

· Assist in training retail store personnel and floor sales staff on all client Products, programs, warranty and automated services. Communicate redundant product performance problems and track information for warranty reports.

· Approve Return Goods Authorizations. Decide on RGA method of field destroy, return or repair. Properly code each RGA to provide best warranty analysis

· Assist in training retail store personnel and floor sales staff on all client Products, programs, produces and automated services and web site.

· Manage company published policies and procedures. Assure compliance to policy, with specific monetary authority to approve out of policy agreements. Escalate all questionable agreements to management as necessary.

· Learn product mix, applications, configurations, functionality, repair capabilities and quality history for all products. Stay abreast of all product changes and new product.

· Process all requests for freight quotes and communicate estimates to dealers. Process all freight claims and replacement order due to freight damage.

· Manage all Incomplete, Pricing and COM orders on hold. Conduct follow up that is consistent with published service level requirements.

· Administrate all sales programs as they relate to order management and order qualifications. Resolve or correct issues within the published service levels.

· Meet and/or exceed all published service standards which includes ACD goals.

· Participate in weekly staff meetings. Give presentations on applicable subjects that are of value to the entire department. Annual training presentations. Offer any information discovered or experienced that will assist other CSR’s or the company.

· This position requires mandatory overtime, which may include weekends during peak season.

· Other duties as assigned.