Job Description

Job Title

Business Unit

Department

Reports To

Customer Service Representative

Brock Grain Systems

Customer Service

Customer Service Manager

BU Location

BU Acceptance

Approved By:

Date Approved

Milford, IN

Overall Purpose: Why the Job Exists & What You Will Do:

As a Customer Service Representative, you will provide internal/external customer support, process dealer orders, and ensure a complete and accurate billing process.

Essential Job Functions & Expected Outcomes: Your Accountabilities in the Role

A.    Customer Support: 100% of the Job

1.     Processes orders from the e-commerce system and from the dealers, with an understanding of how the process/systems operates to ensure orders are processed on time and accurate.

2.     Answers incoming calls regarding order status, provides light technical support, and forward technical calls (where appropriate), to ensure exceptional customer support for internal/external customers.

3.     Processes invoicing ensuring the order is accurate and pricing is correct.

4.     Cross-trains with the team to be a backup for other specialty positions.

5.     Processes reports, reviews data, and provides suggestions to help improve the department�s processes and key performance indicators.

The job criteria may include other duties, responsibilities and activities, which may change or be assigned at any item with or without notice.

Position Requirements:

A.    Education: Associate�s Degree in a related field; or equivalent education and experience.

B.    Experience: 3+ years of customer service experience within a Manufacturing environment required.

C.    Certification(s): n/a

D.    Functional Skills: Supportive and customer-oriented; familiar with multi-level bills of materials and the logistics process; extremely detail-oriented, ability to set priorities and get things done; accurate with large amounts of data/work; solid ability to problem solve and work with others to ensure orders are accurate and processed on time.

E.    Technology Aptitude/Skills: Solid technical aptitude to work through client issues; Intermediate PC/Data Entry Skills; Experience with Lotus Notes and CRM experience preferred, but not required.

F.    Language Skills: Excellent verbal and written communication skills; being bilingual would be a plus.

G.    Leadership/Behaviors: Timely and responsive with a strong sense of urgency; flexible and adaptable; conceptual and forward thinking.

H.    Culture Match Behaviors: Enjoys open communication, takes initiative to find solutions, team player, ability to respectfully share information to help develop and adhere to best practices, and the ability to work in high volume areas.

Core Values that Apply to All Positions:

-         Integrity in all things

-         Customers are why we exist

-         Profitability is a must

-         Excellence in all we do

-         People make the difference

Equipment Used:

-         This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Requirements to Perform Essential Functions:

-         Ability to sit at desk for 5+ hours per day

-         Ability to operate keyboard and view computer screen for majority of day 6-7 hours

-         Ability to write ideas/information in a logical flow for 5+ hours per day

-         Ability to read and respond on an on-going basis daily due to nature of the work, throughout the day

-         Ability to communicate with others via phone, in-person, and computer on-going

-         Ability to listen to customers, problem-solve, and respond accordingly

-         Ability to stand, sit, walk, bend, reach, stoop, squat, kneel, and carry items frequently

-         Lifting up to 15 lbs. sporadically

Environmental Conditions & Travel:

-         The employee is primarily exposed to a normal office environment with moderate noise.

-         This position may face inclement weather conditions when traveling.

-         Travel: Limited; no travel is required