Job Listing Description

Customer Service Representative

Description:

PDS Tech is seeking candidates for a Customer Service Representative Position in Grand Prairie, TX
 



Position Summary: 



Interpret customer order and delivery requirements, enter orders, and follow-up as necessary, ensuring customer fulfillment of orders are within company policy guidelines. Communicate with customers on a daily basis regarding resolution of their order, delivery or account problems. Monitor customer orders placed electronically for timely processing fulfillment. Utilize problem solving skills to help customers through their day to day requirements.        NOTE: This is a contract position and is expected to run for 3 months with a strong possibility of an extension.

 



Primary Responsibilities:



1. Customer Support: 45%



  • Receive customer orders via email, phone and fax
  • Interpret orders on receipt and key entry accordingly.
  • Administer necessary forms and documents for rentals, exchanges, customer repairs, and Power by the Hour.
  • Sell and promote items identified as part of promotional programs and work closely with every customer to establish additional sales opportunities.
  • Periodically analyze and monitor customer sales activity for trends and advise management accordingly.
  • Assess and develop solutions to routine problems encountered daily
  • Participate in activities to enhance systems and business processes as assigned.
  • This position description is not intended to be all-inclusive and the employee will also perform other tasks as assigned


2. Communication: 45%



  • Daily management of ZSDTRP report
  • Record and log customer complaints
  • Prepare and distribute customer activity reports
  • Requires ability to communicate effectively verbally and in written form
  • Advise customer of priority and freight options as necessary to ensure delivery on time.
  • Counsel with customers and communicate with other functional areas for technical assistance as required.
  • Provide customer order status as requested, and coordinate with the warehouse and shipping when required
  • Build a positive rapport and relationship with every customer, constantly soliciting ways to improve customer support, or increased sales
  • Counsel with customers and communicate with other functional areas for technical assistance as required


3. Additional Responsibilities: 10%



  • This position description is not intended to be all-inclusive and the employee will also perform other tasks as assigned.


 


Qualified Experience / Skills / Training: 



Education:



Required:



  • High school diploma or equivalent


Preferred:



  • Minimum two (2) years college preferred
  • A&P license desired


Experience:



Required:



  • Minimum five (5) years' experience in logistics, technical, or customer support areas. 
  • A&P License can be substituted for 3 years' experience. 


Preferred:



  • 2 years SAP experience preferred (preferably in Sales & Distribution (SD), Customer Service (CS) or Procurement)
  • Six Sigma preferred


Licensure/Certifications:



Preferred:



  • A&P License preferred


Knowledge, Skills, Demonstrated Capabilities:



Required:



  • Microsoft Outlook and Office
  • Strong organizational skills
  • Demonstrate the ability to work in a fast paced demanding environment
  • Strong Communication Skills


Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages):



  • Requires ability to communicate effectively verbally and in written form


Technical Systems Proficiency:



  • SAP
  • Microsoft Word, Office, and Excel


Travel Required:



  • 0-10% Domestic and International may be expected


Citizenship:



  • Authorized to Work in the US


Clearance:



  • None


Decision Making, Complexity:



  • Provide several examples of the types of decisions or recommendations made in performing the responsibilities of this position.  Describe the degree independent decision making, environment, interfaces, internationalization, and change factors. 


Organizational information:



  • This position reports to Customer Support Manager


Direct Reports:



  • Exempt: 0
  • Non-exempt: 0


Job Dimensions, Contributions to Success:



  • Meet/Exceed customer satisfaction
  • Provide quality customer service
  • Data entry


Nature of Contacts:



  • Involved Communication on a regular Basis with internal and external parties


Physical Requirements:



  • Onsite: 90%
  • Vision: able to see and read computer screen and other electronic equipment with screens, able to read documents, reports and engineering drawings daily.  
  • Hearing: able to hear to participate in conversations in person and via teleconference or phone and to hear sounds on production floor including safety warnings or alarms daily
  • Speaking:  able to speak in conversations and meetings, deliver information and participate in communications daily
  • Equipment Operation (personal computer, telephone, copies, fax machine, and related office equipment and using electronic identification card to enter building floors and internal doors): able to operate most office and personal electronic equipment and some tools including production tools such as hydraulic lifts daily
  • Carrying: able to carry documents, tools, drawings, electronic equipment up to 30lbs/14kgs daily
  • Lifting:  able to lift documents, tools, drawings, electronic equipment up to 30lbs/14kgs.Pushing / Pulling:  able to push and pull small office furniture and some equipment and tools daily
  • Sitting:  able to sit for long periods of time in meetings, working on computer daily
  • Squatting / Kneeling:  able to squat or kneel to retrieve or replace items stored on low shelving.
  • Standing: able to stand for discussions in offices or on production floor daily
  • Travel:  able to travel independently and at short notice daily
  • Walking (include routine walking such as to a shared printer to retrieve documents):  100% able to walk through office and production areas including uneven surfaces.
  • Personal Protective Equipment required:  Occasionally may be required PPE includes, but is not limited to, Safety Shoes, Safety Glasses, Hearing Protection if visiting the shop floor.

 
Job Number: 2010113266
Job Location: Grand Prairie, TX
Duration: 3 months
Input Date: 03/20/2020
Firm Name: PDS TECHNICAL SERVICES
Attention: Jordan Smith
Address: 300 E JOHN CARPENTER FWY STE 700
City, State: IRVING, TX 75062
800 Phone: 866/224-2745
Email: cecjdallasav@pdstech.com
Website: https://pdsjobs.force.com/candidates/job_detail?id=a1i1T000002fqmCQAQ&URLSource=cjhunter

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