Customer Service Representative

Job Description

Description:

ENGINEERED FOR PROFESSIONALS TO WORK FASTER, SAFER, SMARTER

For over 70 years, Johnson Level has been supplying innovative solutions in the Level, Layout and

Measuring product categories. Today, Johnson is the only U.S. based supplier offering a full spectrum of

levels, lasers, and layout tools to help professional tradesmen do their work more accurately, quickly,

and reliably. We have built a reputation for offering category leadership, product authority and award-winning customer service. Johnson Level is part of the Hultafors Group which provides a portfolio of

leading brands that keep professional users in the forefront in terms of functionality, safety, and overall

productivity. For more info visit us at

Summary

The customer service representative is responsible for delivering world-class, high touch customer service by using verbal and written communication to serve both internal and external.

customers (B2B) located in the Canadas and the US. The customer service representative will also be

responsible for handling all activities related to the accurate processing and expediting of distributor

orders. This customer service representative will also assist end-users (B2C). This includes using product

knowledge and a positive demeanor to provide accurate information about our products, answer

questions, and resolve customer concerns. Strive to build customer intimacy to secure end-user

dedication for our brands to ultimately drive future sales.

Responsibilities

Respond positively and professionally to inquiries, requests, and concerns from internal (Sales Managers/Sales Reps) and external (B2B - Distributor/Retailer) customers via phone, fax, e-mail, and mail.

Examples: request for quote, stock availability, order status/tracking information, damage/shortage claim, return authorization or log customer complaint, non-warranty repair quote and generating invoice, phone order, freight quote, product information, verify customer terms and general questions.

Daily review and accurate processing of (B2B) customer purchase orders, which includes notifying customers of discrepancies, sending confirmations, receiving EDI documents, and preparing export documentation (Commercial Invoice, SLI, COO), as needed.

B2C (Consumer/End User), respond positively and professionally to inquiries, requests, and concerns from end-users via phone, fax, e-mail, and mail.

Examples: product selection and where to buy, technical support specific to a consumer’s application, troubleshooting, return authorization or log customer complaint, forward non-warranty repair quote and process credit card transaction, replacement part, accuracy specification, product information, general questions.

Communicate with all internal team members in a positive and professional manner via email, phone or in person: Production Scheduler regarding product availability/lead time for domestic items, Purchasing Department regarding product availability/lead time for import items, Quality Department to immediately report issues relating to defective products in the field, Service Department to communicate weekly to confirm returned units, return authorizations & repair quotes align with the status information Customer Service has on file -Shipping Department regarding expediting orders, cancellations, changes, shipping errors, etc.

Support team members in the Sales Department by setting up new customer accounts and maintaining current customer account information, assisting with timely completion of quotes, and assisting with resolution of customer sales inquiries.

Update customer web portals by downloading orders, providing shipping information, and invoicing orders.

Log all calls and emails for tracking to improve the customer experience and determine future staffing needs.

Make outgoing calls to customers regarding surveys, sales, promotions, etc.

The customer service representative may be assigned to other tasks or projects requiring comparable or lesser skills, as company needs require.

Requirements:

Requirements

Associates Degree or equivalent job experience.

Two years’ customer service experience

Microsoft Office Suite, especially MS Excel and Word.

A high level of professionalism, attention to detail, as well as the ability to maintain positive relationships with internal and external customers are key to this position.

A high level of energy and self-motivation are attributes that would be ideal for this position.

It is critical that the person in this role is extremely reliable and prompt as we expect them to serve our customers to the highest level every day.

Preferred Requirements

Bachelor’s Degree in Business, Communication, or other related degree

Three to five years’ customer service experience in a manufacturing environment

One to three years’ customer service experience accommodating customer needs through reading, speaking, and writing.

All qualified applicants will receive consideration for employment without regard to race, color, religion,

sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.