JOB DESCRIPTION. JOB TITLE: Customer Service Representative (CSR) DEPARTMENT: Sales EXEMPT: No REPORTS TO: Customer Service Supervisor DATE: 2017

Transcription

1 (CSR) DEPARTMENT: Sales EXEMPT: No REPORTS TO: Customer Service Supervisor DATE: 2017 SUMMARY: Under the direct supervision of the Customer Service Supervisor, the Customer Service Representative, (CSR), shall have the responsibility to support the daily operations of the Sales Department and its outside Sales staff, Application Engineers, and Sales Managers. The CSR will assist in sales prospecting, quoting, sales order processing, and project management. As a member of the Sales team, the CSR will support the profit goals of Heinzen by placing those goals foremost when interacting with others at all levels. The CSR will contribute to an environment that fosters teamwork and enhanced task accomplishment through communication and coordination with managers of other departments on items such as safety standards; quality control standards; product line development; coordination of engineering, production and project schedules and promoting the image of Heinzen and all it affiliates as a leader in the industry. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. I) SALES AND OPERATIONS a) Provide sales support to customers, salespersons, and Application Engineers. b) Assist customers including resolving problems and complaints. c) Attend weekly CSR meetings. d) Track status of jobs and communicate updates to Sales staff and other departments. e) Provide customer interface for assigned customers if salesperson is not available. f) Follow progress of each sales order and job of assigned salesperson. g) Process sales orders and sales confirmation for customers h) Process retail orders/sales, including vendor delivery/documentation. II) III) CUSTOMER RELATIONS MANAGEMENT (CRM) AND CUSTOMER SERVICE CALLS a) Establishes new customers, contacts, contact info, credit, profile, terms and conditions, ship to address b) Updates Customer, Prospect, and Suspect information as required c) Uses Case Entry to create and track customer calls, and manage and process customer issues, including Return Material Authorizations, (RMA s). d) Answers phones, and responds while updating the Customer Call Log. e) Assist customers including resolving problems and complaints. f) Uses Engineering Design Guide process, (EDG), to capture troubleshooting. g) Updates Product Line Manager detail in EDG. QUOTE PROCESS a) Processes Standard Equipment quotes/sales using current template details. b) Processes Job Shop Sales including Laser, Machining, Thermo-Splicing belts. c) Processes Custom Equipment quotes with detail from Application Engineers and Salesperson d) Processes Install quotes with detail from Salesperson i) Arranges travel details, communication protocol, equipment rentals, reservations, and per diem ii) Attends Post-Install meetings iii) Documents travel details, communicates to Accounting Department. e) Coordinates lead times f) Follows up on open retail sale quotes each quarter IV) MARKETING a) Data Sheets b) Video Linking c) Customer give-aways

2 Page 2 d) Customer Equipment binder e) Year end customer gifts V) MISCELLANEOUS a) Logs photos b) Assists Salesperson with credit card reconciliation c) Orders office supplies d) Provides a 24-contact phone number, for business-related use: HMI management, salesperson, customer, install crew i) Read, sign, and follow Heinzen LLC Cell Phone Authorization Agreement (includes monthly $50.00 monthly reimbursement. ii) Answer phone when it rings, and reasonable timeliness of return call (2 hours, in the event you are not able to answer the call). iii) Report time answering phone, as time worked on your weekly hours worked, we will reimburse you in increments of 15 minutes, and be paid for any applicable overtime if worked over 8 hours in a day, or 40 hours in a week. GENERAL JOB PERFORMANCE STANDARDS Employees must meet the following general job performance standards: Planning and Organizing Work Sets clear objectives and priorities, establishes courses of action, organizes tasks and schedules, and allocates resources to accomplish goals and objectives on or ahead of schedule. Problem Solving Identifies and defines problems, properly selects and analyzes relevant facts to reach sound conclusions. Recommends timely and viable solutions. Job Commitment Shows initiative in willingly accepting responsibility. Performs expected and unexpected tasks, demonstrates tenacity in completing tasks. Willingly exerts extra effort when necessary to get the job done without being directed to do so. QUALIFICATION REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to EDUCATION AND/OR EXPERIENCE: Associate's degree (AA) or equivalent. Experience in Sales of associated products and their applications helpful. COMPUTER SKILLS: Must be computer literate with personal computers. Must have Word and Excel skills. Must have the ability to quickly learn specific software. LANGUAGE SKILLS: Ability to respond to basic inquiries from customers, co-workers, and business affiliates. Ability to read and write memos and correspondence that conform to prescribed style and format. Ability to effectively communicate information to management, sales staff, co-workers, and business contacts. Bilingual (English/Spanish) a plus. MATHEMATICAL SKILLS: Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions.

3 Page 3 PHYSICAL DEMANDS: physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to While performing the duties of this job, the employee is regularly required to talk or hear. Employee is frequently required to sit; stand; walk; use hands to finger, handle, or feel objects, tools, or controls. Employee is occasionally required to reach with hands and arms; stoop, or crouch. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. WORK ENVIRONMENT: work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to the risk of electrical shock. Noise level in the work environment is usually moderate. TRAVEL: This position requires local travel for errands as needed, using personal vehicle. Signature of Approval: President ACKNOWLEDGMENT & RECEIPT I acknowledge that I have received, read, and sought clarification of any questions I have about the content of this job description. I further understand that, in order for Heinzen Manufacturing Intl. to retain necessary flexibility to meet organizational needs, this job description may be modified from time to time. Applicant/Employee Signature Date

4 (CSR) DEPARTMENT: Sales EXEMPT: No REPORTS TO: Customer Service Supervisor DATE: 2017 SUMMARY: Under the direct supervision of the Customer Service Supervisor, the Customer Service Representative, (CSR), shall have the responsibility to support the daily operations of the Sales Department and its outside Sales staff, Application Engineers, and Sales Managers. The CSR will assist in sales prospecting, quoting, sales order processing, and project management. As a member of the Sales team, the CSR will support the profit goals of Heinzen by placing those goals foremost when interacting with others at all levels. The CSR will contribute to an environment that fosters teamwork and enhanced task accomplishment through communication and coordination with managers of other departments on items such as safety standards; quality control standards; product line development; coordination of engineering, production and project schedules and promoting the image of Heinzen and all it affiliates as a leader in the industry. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. I) SALES AND OPERATIONS a) Provide sales support to customers, salespersons, and Application Engineers. b) Assist customers including resolving problems and complaints. c) Attend weekly CSR meetings. d) Track status of jobs and communicate updates to Sales staff and other departments. e) Provide customer interface for assigned customers if salesperson is not available. f) Follow progress of each sales order and job of assigned salesperson. g) Process sales orders and sales confirmation for customers h) Process retail orders/sales, including vendor delivery/documentation. II) III) CUSTOMER RELATIONS MANAGEMENT (CRM) AND CUSTOMER SERVICE CALLS a) Establishes new customers, contacts, contact info, credit, profile, terms and conditions, ship to address b) Updates Customer, Prospect, and Suspect information as required c) Uses Case Entry to create and track customer calls, and manage and process customer issues, including Return Material Authorizations, (RMA s). d) Answers phones, and responds while updating the Customer Call Log. e) Assist customers including resolving problems and complaints. f) Uses Engineering Design Guide process, (EDG), to capture troubleshooting. g) Updates Product Line Manager detail in EDG. QUOTE PROCESS a) Processes Standard Equipment quotes/sales using current template details. b) Processes Job Shop Sales including Laser, Machining, Thermo-Splicing belts. c) Processes Custom Equipment quotes with detail from Application Engineers and Salesperson d) Processes Install quotes with detail from Salesperson i) Arranges travel details, communication protocol, equipment rentals, reservations, and per diem ii) Attends Post-Install meetings iii) Documents travel details, communicates to Accounting Department. e) Coordinates lead times f) Follows up on open retail sale quotes each quarter IV) MARKETING a) Data Sheets b) Video Linking c) Customer give-aways

5 Page 2 d) Customer Equipment binder e) Year end customer gifts V) MISCELLANEOUS a) Logs photos b) Assists Salesperson with credit card reconciliation c) Orders office supplies d) Provides a 24-contact phone number, for business-related use: HMI management, salesperson, customer, install crew i) Read, sign, and follow Heinzen LLC Cell Phone Authorization Agreement (includes monthly $50.00 monthly reimbursement. ii) Answer phone when it rings, and reasonable timeliness of return call (2 hours, in the event you are not able to answer the call). iii) Report time answering phone, as time worked on your weekly hours worked, we will reimburse you in increments of 15 minutes, and be paid for any applicable overtime if worked over 8 hours in a day, or 40 hours in a week. GENERAL JOB PERFORMANCE STANDARDS Employees must meet the following general job performance standards: Planning and Organizing Work Sets clear objectives and priorities, establishes courses of action, organizes tasks and schedules, and allocates resources to accomplish goals and objectives on or ahead of schedule. Problem Solving Identifies and defines problems, properly selects and analyzes relevant facts to reach sound conclusions. Recommends timely and viable solutions. Job Commitment Shows initiative in willingly accepting responsibility. Performs expected and unexpected tasks, demonstrates tenacity in completing tasks. Willingly exerts extra effort when necessary to get the job done without being directed to do so. QUALIFICATION REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to EDUCATION AND/OR EXPERIENCE: Associate's degree (AA) or equivalent. Experience in Sales of associated products and their applications helpful. COMPUTER SKILLS: Must be computer literate with personal computers. Must have Word and Excel skills. Must have the ability to quickly learn specific software. LANGUAGE SKILLS: Ability to respond to basic inquiries from customers, co-workers, and business affiliates. Ability to read and write memos and correspondence that conform to prescribed style and format. Ability to effectively communicate information to management, sales staff, co-workers, and business contacts. Bilingual (English/Spanish) a plus. MATHEMATICAL SKILLS: Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions.

6 Page 3 PHYSICAL DEMANDS: physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to While performing the duties of this job, the employee is regularly required to talk or hear. Employee is frequently required to sit; stand; walk; use hands to finger, handle, or feel objects, tools, or controls. Employee is occasionally required to reach with hands and arms; stoop, or crouch. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. WORK ENVIRONMENT: work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to the risk of electrical shock. Noise level in the work environment is usually moderate. TRAVEL: This position requires local travel for errands as needed, using personal vehicle. Signature of Approval: President ACKNOWLEDGMENT & RECEIPT I acknowledge that I have received, read, and sought clarification of any questions I have about the content of this job description. I further understand that, in order for Heinzen Manufacturing Intl. to retain necessary flexibility to meet organizational needs, this job description may be modified from time to time. Applicant/Employee Signature Date

7 (CSR) DEPARTMENT: Sales EXEMPT: No REPORTS TO: Customer Service Supervisor DATE: 2017 SUMMARY: Under the direct supervision of the Customer Service Supervisor, the Customer Service Representative, (CSR), shall have the responsibility to support the daily operations of the Sales Department and its outside Sales staff, Application Engineers, and Sales Managers. The CSR will assist in sales prospecting, quoting, sales order processing, and project management. As a member of the Sales team, the CSR will support the profit goals of Heinzen by placing those goals foremost when interacting with others at all levels. The CSR will contribute to an environment that fosters teamwork and enhanced task accomplishment through communication and coordination with managers of other departments on items such as safety standards; quality control standards; product line development; coordination of engineering, production and project schedules and promoting the image of Heinzen and all it affiliates as a leader in the industry. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. I) SALES AND OPERATIONS a) Provide sales support to customers, salespersons, and Application Engineers. b) Assist customers including resolving problems and complaints. c) Attend weekly CSR meetings. d) Track status of jobs and communicate updates to Sales staff and other departments. e) Provide customer interface for assigned customers if salesperson is not available. f) Follow progress of each sales order and job of assigned salesperson. g) Process sales orders and sales confirmation for customers h) Process retail orders/sales, including vendor delivery/documentation. II) III) CUSTOMER RELATIONS MANAGEMENT (CRM) AND CUSTOMER SERVICE CALLS a) Establishes new customers, contacts, contact info, credit, profile, terms and conditions, ship to address b) Updates Customer, Prospect, and Suspect information as required c) Uses Case Entry to create and track customer calls, and manage and process customer issues, including Return Material Authorizations, (RMA s). d) Answers phones, and responds while updating the Customer Call Log. e) Assist customers including resolving problems and complaints. f) Uses Engineering Design Guide process, (EDG), to capture troubleshooting. g) Updates Product Line Manager detail in EDG. QUOTE PROCESS a) Processes Standard Equipment quotes/sales using current template details. b) Processes Job Shop Sales including Laser, Machining, Thermo-Splicing belts. c) Processes Custom Equipment quotes with detail from Application Engineers and Salesperson d) Processes Install quotes with detail from Salesperson i) Arranges travel details, communication protocol, equipment rentals, reservations, and per diem ii) Attends Post-Install meetings iii) Documents travel details, communicates to Accounting Department. e) Coordinates lead times f) Follows up on open retail sale quotes each quarter IV) MARKETING a) Data Sheets b) Video Linking c) Customer give-aways

8 Page 2 d) Customer Equipment binder e) Year end customer gifts V) MISCELLANEOUS a) Logs photos b) Assists Salesperson with credit card reconciliation c) Orders office supplies d) Provides a 24-contact phone number, for business-related use: HMI management, salesperson, customer, install crew i) Read, sign, and follow Heinzen LLC Cell Phone Authorization Agreement (includes monthly $50.00 monthly reimbursement. ii) Answer phone when it rings, and reasonable timeliness of return call (2 hours, in the event you are not able to answer the call). iii) Report time answering phone, as time worked on your weekly hours worked, we will reimburse you in increments of 15 minutes, and be paid for any applicable overtime if worked over 8 hours in a day, or 40 hours in a week. GENERAL JOB PERFORMANCE STANDARDS Employees must meet the following general job performance standards: Planning and Organizing Work Sets clear objectives and priorities, establishes courses of action, organizes tasks and schedules, and allocates resources to accomplish goals and objectives on or ahead of schedule. Problem Solving Identifies and defines problems, properly selects and analyzes relevant facts to reach sound conclusions. Recommends timely and viable solutions. Job Commitment Shows initiative in willingly accepting responsibility. Performs expected and unexpected tasks, demonstrates tenacity in completing tasks. Willingly exerts extra effort when necessary to get the job done without being directed to do so. QUALIFICATION REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to EDUCATION AND/OR EXPERIENCE: Associate's degree (AA) or equivalent. Experience in Sales of associated products and their applications helpful. COMPUTER SKILLS: Must be computer literate with personal computers. Must have Word and Excel skills. Must have the ability to quickly learn specific software. LANGUAGE SKILLS: Ability to respond to basic inquiries from customers, co-workers, and business affiliates. Ability to read and write memos and correspondence that conform to prescribed style and format. Ability to effectively communicate information to management, sales staff, co-workers, and business contacts. Bilingual (English/Spanish) a plus. MATHEMATICAL SKILLS: Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions.

9 Page 3 PHYSICAL DEMANDS: physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to While performing the duties of this job, the employee is regularly required to talk or hear. Employee is frequently required to sit; stand; walk; use hands to finger, handle, or feel objects, tools, or controls. Employee is occasionally required to reach with hands and arms; stoop, or crouch. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. WORK ENVIRONMENT: work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to the risk of electrical shock. Noise level in the work environment is usually moderate. TRAVEL: This position requires local travel for errands as needed, using personal vehicle. Signature of Approval: President ACKNOWLEDGMENT & RECEIPT I acknowledge that I have received, read, and sought clarification of any questions I have about the content of this job description. I further understand that, in order for Heinzen Manufacturing Intl. to retain necessary flexibility to meet organizational needs, this job description may be modified from time to time. Applicant/Employee Signature Date

10 (CSR) DEPARTMENT: Sales EXEMPT: No REPORTS TO: Customer Service Supervisor DATE: 2017 SUMMARY: Under the direct supervision of the Customer Service Supervisor, the Customer Service Representative, (CSR), shall have the responsibility to support the daily operations of the Sales Department and its outside Sales staff, Application Engineers, and Sales Managers. The CSR will assist in sales prospecting, quoting, sales order processing, and project management. As a member of the Sales team, the CSR will support the profit goals of Heinzen by placing those goals foremost when interacting with others at all levels. The CSR will contribute to an environment that fosters teamwork and enhanced task accomplishment through communication and coordination with managers of other departments on items such as safety standards; quality control standards; product line development; coordination of engineering, production and project schedules and promoting the image of Heinzen and all it affiliates as a leader in the industry. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. I) SALES AND OPERATIONS a) Provide sales support to customers, salespersons, and Application Engineers. b) Assist customers including resolving problems and complaints. c) Attend weekly CSR meetings. d) Track status of jobs and communicate updates to Sales staff and other departments. e) Provide customer interface for assigned customers if salesperson is not available. f) Follow progress of each sales order and job of assigned salesperson. g) Process sales orders and sales confirmation for customers h) Process retail orders/sales, including vendor delivery/documentation. II) III) CUSTOMER RELATIONS MANAGEMENT (CRM) AND CUSTOMER SERVICE CALLS a) Establishes new customers, contacts, contact info, credit, profile, terms and conditions, ship to address b) Updates Customer, Prospect, and Suspect information as required c) Uses Case Entry to create and track customer calls, and manage and process customer issues, including Return Material Authorizations, (RMA s). d) Answers phones, and responds while updating the Customer Call Log. e) Assist customers including resolving problems and complaints. f) Uses Engineering Design Guide process, (EDG), to capture troubleshooting. g) Updates Product Line Manager detail in EDG. QUOTE PROCESS a) Processes Standard Equipment quotes/sales using current template details. b) Processes Job Shop Sales including Laser, Machining, Thermo-Splicing belts. c) Processes Custom Equipment quotes with detail from Application Engineers and Salesperson d) Processes Install quotes with detail from Salesperson i) Arranges travel details, communication protocol, equipment rentals, reservations, and per diem ii) Attends Post-Install meetings iii) Documents travel details, communicates to Accounting Department. e) Coordinates lead times f) Follows up on open retail sale quotes each quarter IV) MARKETING a) Data Sheets b) Video Linking c) Customer give-aways

11 Page 2 d) Customer Equipment binder e) Year end customer gifts V) MISCELLANEOUS a) Logs photos b) Assists Salesperson with credit card reconciliation c) Orders office supplies d) Provides a 24-contact phone number, for business-related use: HMI management, salesperson, customer, install crew i) Read, sign, and follow Heinzen LLC Cell Phone Authorization Agreement (includes monthly $50.00 monthly reimbursement. ii) Answer phone when it rings, and reasonable timeliness of return call (2 hours, in the event you are not able to answer the call). iii) Report time answering phone, as time worked on your weekly hours worked, we will reimburse you in increments of 15 minutes, and be paid for any applicable overtime if worked over 8 hours in a day, or 40 hours in a week. GENERAL JOB PERFORMANCE STANDARDS Employees must meet the following general job performance standards: Planning and Organizing Work Sets clear objectives and priorities, establishes courses of action, organizes tasks and schedules, and allocates resources to accomplish goals and objectives on or ahead of schedule. Problem Solving Identifies and defines problems, properly selects and analyzes relevant facts to reach sound conclusions. Recommends timely and viable solutions. Job Commitment Shows initiative in willingly accepting responsibility. Performs expected and unexpected tasks, demonstrates tenacity in completing tasks. Willingly exerts extra effort when necessary to get the job done without being directed to do so. QUALIFICATION REQUIREMENTS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to EDUCATION AND/OR EXPERIENCE: Associate's degree (AA) or equivalent. Experience in Sales of associated products and their applications helpful. COMPUTER SKILLS: Must be computer literate with personal computers. Must have Word and Excel skills. Must have the ability to quickly learn specific software. LANGUAGE SKILLS: Ability to respond to basic inquiries from customers, co-workers, and business affiliates. Ability to read and write memos and correspondence that conform to prescribed style and format. Ability to effectively communicate information to management, sales staff, co-workers, and business contacts. Bilingual (English/Spanish) a plus. MATHEMATICAL SKILLS: Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions.

12 Page 3 PHYSICAL DEMANDS: physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to While performing the duties of this job, the employee is regularly required to talk or hear. Employee is frequently required to sit; stand; walk; use hands to finger, handle, or feel objects, tools, or controls. Employee is occasionally required to reach with hands and arms; stoop, or crouch. Employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. WORK ENVIRONMENT: work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to While performing the duties of this job, the employee occasionally works near moving mechanical parts and is occasionally exposed to the risk of electrical shock. Noise level in the work environment is usually moderate. TRAVEL: This position requires local travel for errands as needed, using personal vehicle. Signature of Approval: President ACKNOWLEDGMENT & RECEIPT I acknowledge that I have received, read, and sought clarification of any questions I have about the content of this job description. I further understand that, in order for Heinzen Manufacturing Intl. to retain necessary flexibility to meet organizational needs, this job description may be modified from time to time. Applicant/Employee Signature Date