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Customer Service Representative

Under general supervision, shall work as a liaison between customers and sales management, purchasing, accounting, production, engineering and shipping departments.
Providing prompt, efficient, and friendly service to potential and current customers is of primary importance.
Support shall be provided as needed to the general office.
DUTIES AND Responsibilities:
Performs professional and courteous Customer Service and Inside Sales Functions with current and potential customer base.
Handles distributor requests and concerns pertaining to warranty, billing, returns, technical, operational, approvals, and referrals.
Involves Sales, Purchasing, Engineering, Accounting, Production, and Shipping departments, as necessary.
Handles Customer Service related phone calls and inquiries.
Refers to distributors or directs the calls to the appropriate sales person Prepares distributor special orders, distributor chemical orders, reviews faxed orders and verifies, if necessary.
Prepares cost estimating forms for special orders, processes special orders, and tracks as needed.
Documents complaints with resolution in the ACT database and / or on complaint logs as required by third party certifiers.
Processes repairs, checks installation dates to age aerators, verifies aerator serial number, verifies distributor and correct shipping address and determines billing.
Prepares monthly Repair Tracking Evaluation and Summary Reports.
Researches distributor repair billing inquiries and processes paperwork if necessary.
Maintains and submits report regarding monitoring of Singulair installations as required by state regulatory agencies.
(i.
e.
Massachusetts) Assists in the preparation and set up of in-house Factory Training Schools.
Completes distributor surveys as required.
Files distributor and general correspondence.
Files warranty cards.
Acts as backup for Customer Service Manager, handling Commercial equipment packages and orders, Singulair molds tracking and shipments, NSF complaint reports.
Assists in administration of operating procedures; reviews and interprets applicable policies and procedures; communicates policies to customers and distributors.
Performs miscellaneous job-related duties as assigned.


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