Customer Service Representative (General Calls)

Assist customers in requests for information; perform customer service support functions and resolve customer complaints, concerns and issues; perform a variety of duties in a multi-task work environment.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential function satisfactorily:

• Ensure phone coverage for set business hours. Communicate with customers to answer their inquiries and solve all issues that may arise.
• Process incoming inquiries in Customer Care.
• Process RMA’s/CCF’s.
• Process information in appropriate computer programs as required. This includes but is not limited to CRC Dash (and related programs), JD Edwards, and Microsoft Office programs.
• Work with other departments as needed to ensure that we meet our customer needs.
• Operate within and help to improve work procedures for Customer Service using lean manufacturing principles
• Strive to develop and maintain a high standard of product knowledge, sharing that knowledge with Sales Reps, Customers, Team members and other Employees.
• Conform with the organizations ISO 9001 & 14001 requirements
• Other duties or projects as assigned.

Individuals who need reasonable accommodations to enable them to perform these essential functions should discuss their needs with Human Resources.  EMS will provide reasonable accommodations to such individuals unless doing so would impose an undue hardship on EMS or the individual is a direct threat.

Supervisory Responsibilities

There are no supervisory responsibilities with this position.

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skills, and/or abilities required for this position. 

Education and/or Experience:

• High school diploma or general education degree (GED) with some college or technical training in mechanics or electronics; two to five years experience in a customer service related position, preferably in a manufacturing environment; or equivalent combination of education and experience.

Computer Skills

• Proficiency in word processing, spreadsheets, email, and order processing software.
• Possess a working knowledge of inventory, manufacturing and database software. 

Language Ability

• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals in English. 
• Write routine reports and correspondence in English. 
• Speak effectively before groups of customers or employees of organization.

Quality Commitment

• Assist the organization with establishing practices that align with ISO requirements.

Other Skills

• Excellent written/oral communication, organizational and customer service skills; solid mechanical aptitude including an understanding of electronics.

Mathematical Ability

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. 
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 
• Ability to compute rate, ratio, and percentage.

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. 
• Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

Physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of the job. 

While performing the functions of this position, the employee is frequently required to sit, stand, walk, stoop and kneel; use hands, reach with hands and arms; communicate clearly and effectively.  The employee may also be frequently required to lift up to 10 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. 

The noise level in the work and shop environment is moderate to loud.