Stanley Acess Technologies Customer Service Representative in Decorah, Iowa
56003BRTitle:Customer Service RepresentativeBusiness:SEF Industrial State / Country / Province:Iowa Job Description:Position SummaryServe as the primary coordinator for direct customer and sales force contact. This would be to meet the customer’s needs and requests for service of their account, technology and reliability in support of direct sales and applications efforts. Promote products and capabilities in alignment with sales and profitability objectives. MeasurementsTimely and accurate response to customer requests for quotes, samples and order status information (measured by feedback from customers and sales force) and monitored by the Customer Service Supervisor. Resolution of customer and sales force problems (measured by feedback from customers and sales force) and monitored by the Customer Service Supervisor. Accurately enters data; measured by Form 31 Sales Related Credits. Attain performance and development goals as stated in the OPR (appraisal). Essential Job FunctionsCommunications Discusses features and benefits of products, stocking programs, blanket orders and applications assistance through regular contact with the customer.Records, maintains and communicates knowledge of customer’s needs and trend to the Management Group.Analyzes past product usage to determine re-order point and solicits new orders from customers.Maintains regular contact with applications engineering group on major projects to ensure a coordinated and well-directed sales effort toward the development of new business. Also maintains regular contact with the manufacturing, marketing and sales groups.Coordinates most activity between customer and Operations to ensure correct personnel are involved when needed. Processing Customer Requests Receives customer requests for quotation and quotes customers off price lists and makes other pricing decisions within the guidelines set by the product manager.Forwards pricing department and follow-up to ensure timely processing of quotes. Advises customers if due dates cannot be met and when quote will be completed.Authorizes returns and credits based on an understanding of the account in general and the situation specifically. Identifying and defining customer service needs and initiating action to satisfy them. Courteously receives incoming customer/sales phone call and other communications.Evaluates information to define the issue.Communicates problems to the appropriate departments/functions.Informs customer of action taken to resolve problem and when a response can be expected.Works as a team with other customer and sales/service representatives by filling in for them during their absence to provide the level of service the customer expects. Coordination of delivery with Manufacturing/Production Enters customer purchase orders/releases.Ensures the Planners are advised of customer’s required ship date.Confirms ship date to customer.Advises customer if and when promise date cannot be met.Collaborates with customer on available options and appropriate action.Ensure that Planners are advised of final decision.Once order is entered, monitors backlog reports to ensure timely delivery of customer orders.Anticipates production delays and initiates corrective action required to meet promise dates.Keeps customer informed of order status. Coordination of Shipments Prepares all shipments for the accounts handled on that desk.If required, provides detailed information for export purposesMaintains all Shipping Instructions for given accounts.Coordinates/communicates with Shipping Department as needed to ensure shipments leave our premises correctly. Customer Concern Process Advises appropriate divisional personnel of complaint or rejection to initiate corrective action.Follows-up to ensure timely response.Advises customer and outside sales representative of corrective action taken. Safety and Housekeeping Maintains cleanliness of work area daily.Follows company and regulatory safety rules. Wears personal protective equipment in required areas and reports hazardous conditions to supervisor or Employee Health and Safety Manager. Product Training and Knowledge - Stays current on product capabilities and applications. Performs other job-related duties as needed. Essential Skills & Experience High School Diploma or GED Required.Consistently courteous, professional and action-oriented behavior demonstrated.Intermediate skills required in Microsoft Word and Excel.Proficiency with keyboards and data entry.Some fastening knowledge Knowledge of Customer Service structure (location, product, process and organizational structure).Strong interpersonal skills.Good oral and written communications skillsBasic understanding of the applications selling approach.Ability to identify customer needs.Knowledge of TS16949 and ISO14001 requirements. Preferred Skills & Experience Associates degree and/or equivalent work experience to be determined by management.Experience or knowledge of the basic features and applications of fastener products.Prior customer service or sales experience.Requisition Number:56003BRCity:DecorahEEO Statement:All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.