Customer Service Rep

Position Summary

The Customer Service Representative is responsible for estimating items and order entry. Interacts with customers, acts as a liaison between customers, production, design, and sales. Process all customer related information and records in system.

This position also delivers on our core focus of:

• Service Matters
• Relationships Count
• Performance Delivered

While building on our core values of:

• Help 1st
• Take ownership
• Do the right thing
• Expect excellence

Essential Duties and Responsibilities

• Communicates with customers, estimating items for pricing and order entry.
• Communicates with customer via telephone, faxes and e-mail concerning orders, returns, shipments and products.
• Acts as a central point of contact for coordination of all internal and external customer requirements and expectations.
• Processes customer orders, shipments and expedites delivery of products.
• Interacts with production and other business units regarding design, delivery, accounts receivable and service matters.
• Investigates and provides timely responses and resolution to customer complaints.
• Maintains and manages inventory programs using Harry Rohde Management System

(HRMS).

• Supports Customer Service Manager functions when Customer Service Manager is absent.
• Conforms with and abides by all regulations, policies, work procedures and instructions.
• Special projects as assigned by the General Manager or Customer Service Manager.

Cultural Competencies

Help First means being a reliable team member serving everyone, internally and externally. At Akers, we believe and exhibit a "roll up your sleeves and get the job done" mentality and behavior. No job is unimportant, and no person is above any job. We demonstrate this through:

• Able communicator-good clarity, balanced talker, and listener
• Has energy and enthusiasm
• Solution vs. blame oriented

Take Ownership means that you think and act like an owner. No matter the role, everyone is empowered to be a good steward of the organization. Each person has the autonomy to make recommendations for improvement to their work and the organization. We demonstrate this through:

• Patient
• Effectively assertive and able to handle conflict and confrontational situations
• Advocate for continuous improvement
• Mixture of firmness and flexibility
• Has energy and enthusiasm
• Holds self and others accountable
• Takes calculated risks

Do the Right Thing means that do what's right regardless of its popularity. Having high moral standards is paramount and is the compass that keeps us on track. We demonstrate this through:

• Systematic trainer, willing and able to develop people
• Good work ethic, task focused and willing to extend extra effort
• Able to follow structure where it exists and create structure where it does not

Expect Excellence means that you do it right the first time. At Akers, we expect excellence in all we do. We demonstrate this through:

• Resilient-able to deal with the unexpected, not easily flustered
• Has sense of urgency
• Follows up to ensure quality task completion

Work Environment / Physical Demands

Fast paced environment, requiring adaptation to continuous changes in Company, Customer and People needs

• Ability to frequently sit, stand, walk, reach with hands and arm's length, climb or balance, stoop, kneel, and crouch.
• Ability to regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 50 pounds.
• Ability to sit for extended periods of time at desk in traditional office environment
• Ability to travel up to 25% of the time

Systems Usage

• MS Office Suite (Excel, Word, Outlook, Teams)
• ADP Workforce Now

Qualifications

Education & Experience

• 7+ years of experience in technical sales
• Excellent skills in Excel
• Excellent analytical skills
• Demonstrated track record of success within B2B environment
• Excellent oral and written communication skills

Preferred Qualifications

• Experience with systems mentioned above
• Detailed oriented
• Experience in corrugated, strongly preferred
• A genuine, positive, and friendly disposition