Customer Service Representative

Job Title:                Production Support Coordinator

Department:          Canada

Reports To:            Production Manager

Status:                   Hourly, Full-Time

JOB SUMMARY

Responsible for processing repair quotes, repair orders, and supporting the sales staff regarding repair-related jobs. Perform all related tasks that encompass customer service in the repair department.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Repair service writing
• Provide customer service & support
• Work jointly with sales staff to close orders
• Process & manage customer quotes not assigned to a salesperson
• Open repair quote expediting (follow-up w/ customers to obtain quote approval)
• Repair order expediting (provide order status updates to customers)
• Outsource Processing (requires working w/ vendors & customers to complete repair orders)
• Expedite and communicate appropriately when expected delivery dates are missed according to production statuses.

 May be modified from time to time. Other duties, tasks and work may be assigned
 

METRICS

• Employee will be evaluated on an annual basis.  Evaluation will be based upon the average number of units processed per day applicable to the tasks assigned. To assure the success of the employee and department, these statistics will be compared to the requirements set forth in the employee’s previous review.  Any additional goals, whether quantifiable or project oriented, will also be set forth in the employee’s previous review. 
• Additional measurements to be added as necessary as defined by the goals set forth in the monthly reviews.

SUPERVISORY RESPONSIBILITIES

Not Applicable

CERTIFICATES, LICENSES, REGISTRATIONS

None required

PHYSICAL DEMANDS

Occasional sitting, reaching, working overhead, climbing or balancing, stooping, kneeling, crouching or crawling, frequent walking and lifting up to 25 pounds

BONUS/COMMISSION PLAN

N/A

EMPLOYEE EVALUATION SUMMARY

• Introductory Review -- Will be written at approximately 80 days after employment and will be used to determine whether employee has sufficiently met and performed the job requirements, and will indicate whether employment will continue
• Quarterly Reviews – Employee will be given a brief written quarterly review primarily focused on quantitative performance and measurement of activity
• Annual Reviews – Employee will be given a formal regular annual review which assesses productivity and demonstrated business skills and accomplishments for the previous period.

WORK SCHEDULE

This is a full time position with hours from 8:00 am to 5:00 pm Monday through Friday. Adherence to attendance and coverage policies is expected to be followed diligently. Time off will be granted with proper formal notice in accordance with company policy.

WORK ENVIRONMENT

The environment is a professional open office environment located in the production warehouse. It may be necessary from time to time to go to other departments relative to the requirements of the position. Dress attire is casual but professional in an office setting. All employees are required to wear “Radwear” (shirt with company logo) at all times once the initial supply (at company expense) has been received.

EMPLOYER'S RIGHTS

This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

Accommodations for accessibility are available upon request.

Required Skills

QUALIFICATIONS

• High school diploma or equivalent
• Good communication and customer service skills
• Knowledge of Microsoft based systems such as Excel, Outlook
• Team player able to function under daily goal driven environment
• Other duties, tasks and work as may be assigned/modified from time to time

KNOWLEDGE & SKILLS REQUIRED

• Strong Computer proficiency
• Ability to multi-task
• Ability to work at fast pace
• Attention to detail
• Problem solving abilities
• Good communication skills

Required Experience

EDUCATION & EXPERIENCE

• High School diploma or equivalent required
• One to three years related experience and/or training