Customer Service-Hourly

Customer Service Representative

Job Classification: Office, Hourly

Reports To: Regional or Local Manager, Customer Service

Location: LEER Group – Site Specific

Overall Responsibilities:

The Customer Service Representative (CSR) fields calls from customers to process orders and works to resolve issues they raise concerning orders, shipments, or billing. A successful CSR must understand the TAG business, so they can resolve various types of customer issues. Customer Service Representatives must show empathy or sensitivity to the customer regarding the issue at hand.

Responsibilities:

• Answers the telephone within the 2nd ring, no more than three.
• Completes secondary work assignments while consistently being interrupted with the primary work assignment of answering the phones.
• Assists the caller in a timely manner without rerouting the call to someone else.
• Will always follow-up with special customer service situations and requests.
• Traces shipments for caller, in a timely manner, and takes the EXTRA STEP to advise the Customer of delivery date/time, thus ensuring a happy customer.
• Informs customers of existing price quotes, shipping date, anticipated delays, and additional information needed by customer.
• Routes order to appropriate department for filling and follows up on orders to ensure delivery by specified dates.
• Attempts to sell additional merchandise to customers.
• Self-starter with a hands-on approach and the ability to work independently.
• Submit detailed orders to appropriate personnel with clear and concise information.
• Quote products and prices under existing company guidelines with the help of Sales Manager and/or Controller. Follow-up on all open quotations to secure orders and close sales.
• Acts as a knowledgeable resource for all Leer customers and has the ability to work unaided.
• Assists in possible needed administrative duties, related to the customer base.
• Keep thorough notes and records of each conversation with customers, sales personnel, and internal contacts to ensure a valid paper trail is kept.
• Personal skills including professional appearance and time management.
• Other duties as assigned or needed.

Characteristics and skills:

• Work well within a team environment.
• Strong problem-solving skills.
• High attention to detail and accuracy.
• Superior organizational skills, as well as a proven ability to provide quality service in a fast-paced environment.
• Ability to "build relationship" with customers to drive high Customer Satisfaction.
• Ability to multitask, effective time management skills and a basis for action.
• Excellent written and verbal communication skills. Customer service focused on good telephone skills with a positive attitude.
• Effective Presentation Skills.
• Very sharp, innovative and accustomed to "figuring it out ".
• Mature judgment and decision-making ability.

Educational and other requirements:

• 2-4 years prior Customer Service Experience
• High School diploma or general education degree (GED) required. College equivalent a plus. Pick-up truck industry product knowledge, a plus.
• Proficient in Microsoft Office and related software packages.
• AS 400, JD Edwards experience helpful but not necessary.
• Basic computer skills are required.
• Able to accurately type 45 words per minute.

CODE OF ETHICS

LEER GROUP requires the highest standard of ethics in all business dealings, with customers, suppliers, advisors, employees, and authorities. The Team Member shall actively ensure that his/her own activities and those of all employees within the facility meet this obligation. LEER GROUP's critical standards and procedures related to expected conduct are detailed on the company website. The Team Member is expected to be familiar with these policies and ensure that they are implemented in all areas of control.

SAFETY:

Safety is paramount at any LEER GROUP operation. The Team Member is expected to be familiar with the company's safety program and enforce the safety policy always. Never walk past an unsafe act.

PHYSICAL REQUIREMENTS:

KEY COMPETENCIES:

Competency Title - Competency Definition

Leadership Competencies

Communication - Expresses oneself effectively both orally and in written form. Communicate plans and activities in a manner that supports strategies for employee involvement. Actively listens to others.

Creative Problem Solving - Identifies and collects information relevant to the problem. Uses brainstorming techniques to create a variety of choices. Selects the best course of action by identifying all the alternatives and then makes a logical assumption.

Interpersonal Skills - Uses Emotional Intelligence to identify, assess, and control the emotions of oneself and of others. Treats others with respect, trust, and dignity. Works well with others by being considerate of the needs and feelings of everyone. Promotes a productive culture by valuing individuals and their contributions.

Accountability - Sets clear expectations; assigns and accepts accountability for objectives; provides feedback, recognition and enforces consequences

Change Management - Capably embraces, manages, and leads change across the organization while helping others effectively deal with the effects of change.

Coaching & Developing Others - Provides feedback and encourages learning by team members; creates growth opportunities for others; transfers knowledge to others and challenges them to develop their own solutions.

Influencing Others - Persuades others; builds consensus through give and take; gains cooperation from others to obtain information and accomplish goals.

Management Competencies

Building Relationships - Connects and build relationships with others inside and outside the organization develops highly effective teams and alliances.

Decision Making - Makes timely decisions with well-developed judgment, while considering alternatives, risks. and other critical decision factors.

Business Acumen Competencies

Critical Thinking - Able to think analytically and apply a process of problem identification, solution development and implementation.

Technical Competencies

Lean Expertise - Proven knowledge and execution of Lean methods, as modeled after the Toyota Production System