Customer Service Rep - ENTEC

Purpose

The purpose of the Customer Account Representative is to partner with outside sales to manage daily activities of their assigned customer accounts. This position serves as the point of contact for customers’ requests, transactions, and coordinates the fulfillment of shipping orders through Entec’s infrastructure. The objective of the position is to assist in the sales process, making transactions easier for both the sales team and customers, while operating within Entec guidelines and procedures. The goal is to maintain current customer relationships and drive sales.

Areas of Responsibility / Tasks

Performance must reflect appropriate level of expertise and achievement of the desired results for the items listed below.   

1. Area of Focus (In order of percentage of time spent on activity, importance and/or priority)

1. Process the customers’ purchase orders and all related requests according to policy and procedure
2. Ensures that all transactions meet acceptable profit requirements and shipment deadlines and audits orders for accuracy prior to releasing
3. Provides proper documentation and certifications related to the transactions
4. Maintains all customer specific information within the operating system
5. Utilizes company systems and reports to accurately monitor progression of orders across multiple departments with Entec
6. Release orders in advance to reduce cost and prevent error
7. Follows set guidelines, submitting accurate and complete requests or paperwork to other departments appropriate deadlines
8. Submits sales orders for timely invoicing
9. Basic knowledge of all other departments’ duties to properly field customer inquiries and satisfy requests

2. Secondary Area of Focus (In order of percentage of time spent on activity, importance and/or priority)

1. Works in conjunction with the Sales Representative to maintain customer pricing quotes to avoid post billing Sales Order Adjustments
2. Effectively communicates order status to customers, including backorder information, blanket order status, and future order confirmations
3. Ensures customer’s new purchase orders and blanket orders align with Entec policy, and take action to resolve discrepancies
4. Monitors and enforces existing orders per the terms of the agreement between Entec and the customers

3. Next Area of Focus (In order of percentage of time spent on activity, importance and/or priority)

1. Processes Return Goods Authorizations, Corrective Action Requests and Sales Order Adjustments as needed
2. Assists in all proactive duties aimed at executing soft sales, managing targets, and maintaining current accounts
3. Contributes to the group’s success by assisting with coverage during absences or helping others during slow workload periods.
4. Actively problem solves by seeking better alternatives for performing assigned tasks by making rational assessments of options and reaching logical and accurate conclusions from available information
5. Stays up-to-date on developments related to the company, profession, resources, and technology

4. All other duties as assigned

Supervisory Responsibilities

1. Not Applicable

Competencies; Knowledge, Skills, Abilities (KSA)

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent within our culture.           

1. Excellent communication skills, both written and verbal
2. Must be detailed oriented with strong analytical skills and exceptional problem-solving abilities
3. Willingness to adapt in an evolving environment
4. Ability to maintain high level of organization and prioritization
5. Innate sense of urgency that provides proactive and consistent work
6. Proven ability to work well within a team

Minimum Qualifications/ Education / Experience / Certifications

1. Education:
   1. HS Diploma or equivalent required. College degree preferred.
   2. Equivalent experience considered in lieu of degree (Do not remove as this is required language)
2. Experience:
   1. Minimum of 1 year of experience preferred.
3. Licenses / Certifications:
   1. Valid driver’s license – required
4. Language:
   1. Proficiency in English required
   2. Bi-Lingual – Spanish or Portuguese is a plus

Work Environment / Conditions

The work environment/conditions described herein are representative of those that an incumbent may experience, and therefore

1. 1. 1. 1. Must be adaptable to work in a shared space, with constant noise, with/or without the use of a private office.
         2. This position is a hybrid in-office and/or work-from-home role

Physical Requirements / Demands

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.

1. While performing the duties of this job, the incumbent is regularly required to communicate verbally, read, and comprehend information, type on a consistent and daily basis.
2. Push, pull, and lift to 40lbs on a weekly basis.
3. While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation which require sitting, waiting, and standing for long and short periods of time.
4. Ability to setup desk equipment including setting up equipment on top of desks and connecting cables and power cords under desk (requiring lifting, bending, pushing, pulling).