CUSTOMER SERVICE REPRESENTATIVE

OVERALL RESPONSIBILITY:   

The Customer Service Representative is responsible for interacting with customers and various internal departments to provide and process information in response to inquiries, information requests, and concerns about orders and products, in a manner that is consistent with the Fulton values and operating philosophy. Must be proficient with computers, technology, email, and Microsoft Suite.  

ACCOUNTABILITIES:  

• Order Entry, Invoicing and Shipping – Coordinates with Sales, Engineering, Production, Planning and the Customer to process, acknowledge and distribute the order. Facilitates releasing the order to production. Processes invoices and coordinates shipment of equipment and parts, both domestically and internationally. 
• Documentation: Ensures that proper documentation is obtained, reviewed, saved in the job file, and provided to the Customer. 
• Quotes and Special Requests: Generates quotes and performs other special requests, as needed.  
• Customer Support and Satisfaction: Act as a liaison between Fulton and the customer, communicating with the Customers/Representatives to provide information and documentation as needed. 
• Data Collection: Track, compile and report key performance indicators for the department, as needed. 

Requirements 

QUALIFICATIONS (Education, Certifications and Required Experience):  

• Associates Degree Preferred 
• 2-4 years experience in a Customer Service role, preferably at a manufacturing facility. 
• Shipping and freight experience, including both domestic and international service.  
• Experience with Terms & Conditions, Purchase Orders, Credit Applications, Payment Terms, etc. 
• Experience with Microsoft Office Applications and Odoo business system. 

DEMONSTRATED CRITICAL COMPETENCIES:  

• Communication: Ability to ensure information is passed on to others who should be kept informed. Ability to express oneself clearly in conversation and interaction with others. Ability to express oneself clearly in business writing. 
• Thoroughness: Ensuring work and information is complete and accurate; carefully preparing for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled. 
• Stress Management: The ability to keep functioning effectively when under pressure and maintain self control in the face of hostility or provocation. 
• Personal Credibility: Demonstrated concern that one be perceived as responsible, reliable and trustworthy. 

PHYSICAL REQUIREMENTS:  

• Repetitive Motion: Substantial movement/motion of the wrists, hands and fingers.  
• Sitting: The body is supported by buttocks and back and employee needs to remain seated for extended periods of time.  
• Vision: Visual acuity is required to view a computer terminal and to analyze data.