Customer Service Representative
CurrentHandle incoming customer inquiries via phone calls and emails• Ensure customer satisfaction by quick responsiveness and anticipating customer needs• Direct customers to the right Department based on their inquiry (i.e. Production, Sales, Distributor, RGA, Amico Sister Company)• Order entry and processing (standard, project & replacement orders)• Validate pricing, products and shipping, and requesting revised PO's or change orders when needed• Review PO's/contracts/revised PO's and Change Orders and work with the Contracts Department to ensure orders are met with a fully executed PO• Review returned submittal packages• Collaborate with CSR's from other Amico Divisions on mixed orders• Apply for credit for customers with the Accounts ReceivableDepartment• Assist customers with filling out our Credit Card Authorization form for credit card prepayments and sending the completed form to the Accounts Receivable Department to process• Provide pricing and quotes to customers for standard orders• Update orders with quote, project changes and change order requests• Arrange samples and marketing materials to be sent for sales reps, distributors and trade shows• Coordinate deliveries to ensure on-time delivery within budget• Release orders to Production• Create and issue Billing Documents for customer invoicing• Work with the RGA Department when a customer needs to do a return or exchange• Handle multiple orders and projects at one time• Prepare and provide customers with OEM (aka 0&M) manuals for projects• Invite customers to participate in our Customer SatisfactionSurvey• Escalate issues to Supervisor or Manager to seek prompt resolution.
