Customer Service Representative (Fontana)

SUMMARY OF POSITION: (Bilingual Spanish)
Please send your resume to: Jobs@tpnhr.com

The position reports directly to the Customer Service Manager. The primary responsibility of this position is to support the Sales Manager, Key Account Manager, and Senior Customer Service Representatives with daily tasks and reports. When applicable, this position should act as the liaison between the Customer and the Company. In addition, the Customer Service Representative will provide timely customer service, resolution, and communicate internal and external changes to the Customer and the Management Team.
The duties of this position are those described below. This job description does not state or imply that the duties listed are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by management.
Actual Job Duties –Essential Functions

Responsibilities Include:
• Providing exceptional customer service through email and/or phone interaction and occasional site visits
• Answering incoming phone calls: handle a variety of inquiries, forward calls to appropriate personnel.
• Assisting in receiving and taking customer orders
• Communicating any issues with customer orders to the appropriate department
• Assisting customers with any/all inquiries
• Using Mietrak to assist with entering or changing sales orders, customer information, pricing information and MOQ’s
• Occasionally assisting with confirming orders with customers once entered into the system
• Ensuring customer satisfaction by communicating immediately to the manufacturing/scheduling team any expedited orders, or changes in customer delivery requirements
• Monitoring and reviewing current backlog with the Management Team. Communicate to the customer any items that will not make promised delivery dates – based on information available from production
• Acting as the customer advocate in status meetings
• Conveying to the Management Team any items that cannot be late due to customer installation deadlines or out of stock product
• Occasionally assisting with reconciling daily shipping report and conveying information to accounting for invoicing
• Sending customer tracking/BOL’s in a timely manner, when needed Other Duties
• Special Projects as needed and assigned
• Performs other duties as required and/or assigned by management
• Creating and modifying company documents using Microsoft Office products
Daily correspondence via e-mail, regular letter writing and phone
• Perform general clerical duties on a daily basis, including but not limited to photocopying, faxing, mailing, and filing

MINIMUM QUALIFICATIONS: The following are the minimum qualifications which an individual needs in order to successfully perform the duties and responsibilities of this position.

Education & Experience
• High School Graduate or equivalent required
• Some College (Degree) preferred
• At least 2 years of experience in a position related to Sales or Customer Service Assistance
• 2+ years of previous customer service experience preferred
Knowledge, Skills and Abilities:
• Must possess skilled interpersonal relations and written/oral communication skills to communicate with customers, internal contacts in the organization, and external contacts
• Must display excellent phone etiquette
• Must have proficient reasoning skills
• Bi-lingual preferred but not required
• Well organized, with strong analytical and problem -solving skills
• Must have basic math skills
• Ability to gather, interpret and proactively act on data with minimal supervision
• Must be able to demonstrate and have a good working knowledge of Microsoft Excel, Word, Outlook, and other software programs as required
• Ability to manage time efficiently
• High sense of urgency with ability to work in a fast-paced team environment anticipating and adjusting to challenges
• Able to follow directions, manage multiple tasks, and respond to urgent requests in a positive manner
Physical Requirements
• This position spends approximately 10% of the day in a production floor environment and 90% at a desk working in front of a computer
• Must be able to sit, stand, bend and walk in the course of their normal duties
• Must have hand and wrist coordination for data entry input
• Must have good vision for computer work (with or without the aid of eyeglasses or contact lenses)
• Must be able to speak and communicate verbally with co-workers, customers, vendors, etc.
Working Conditions
• Office and warehouse environment.
• Must be able to work between the hours of 7:00 a.m. to 3:30 pm with some overtime. Hours may vary depending on business needs.
• The noise level in the environment varies from moderate to loud, depending on warehouse activity