+--------------------------------------------------------------------------+ | JOB SUMMARY: | | | | A Lead Customer Service Representative provides exceptional order to | | invoice customer relations experience for assigned accounts. Works with | | customers to manage product availability and shipment consolidation in | | an effort to satisfy their requirements. Oversees Customer Service | | Representative team to propose and implement continuous improvement | | initiatives. | | | | | +--------------------------------------------------------------------------+ | DUTIES & RESPONSIBILITIES: | | | | - Maintains a safe and healthy workplace for employees in compliance | | with all applicable laws, and regulations. Promotes a positive | | attitude towards safety. Adheres to the requirements of safety | | policies as well as safety rules, instructions and procedures. | | - Coordinates information flow, orders, and shipments to meet shipping | | goals of the customer(s) and division(s). | | - Produces and distributes order management reports to customers to | | optimize consolidation of truckload shipments. | | - Processes shipments for international customers in accordance with | | US and EMEA export regulations. | | - Supports and interacts with sales and marketing, buyers and | | planners, distribution centers, credit, and traffic to facilitate | | order requirements. | | - Performs customer credits, debits, warranties, change pricing and | | internal audits. | | - Maintains knowledge of Toro products by company-provided training. | | - Maintains best in class responsiveness to correspondence with | | internal and external customers. | | - Identifies and communicates any issues which would delay or impede | | prompt shipment of orders. | | - Documents and updates departmental procedures as needed. | | - Completes ongoing learning and education to ensure competence with | | growing and changing needs of the corporation. | | - Practices continuous improvement by identifying opportunities for | | streamlining work and reducing waste. May participate in continuous | | improvement events. | | - Other duties as assigned. | | | | | | | | EDUCATION: | | | | - High school diploma required. | | - Bachelor’s degree in Business, Communications or related | | subject preferred. | | | | | | | | EXPERIENCE: | | | | - Minimum 2-3 years related customer service experience is required. | | | | | | | | SKILLS: | | | | - Experience with order related systems; SAP and product knowledge and | | configurations desired. | | - Excellent verbal and written communication skills. Bi-lingual | | English/Spanish required. | | - Ability to organize, assemble, and arrange resources to meet goals. | | - Skilled data entry and system navigation skills. | | - Ability to maintain composure during stressful situations, remaining | | focused on the ultimate objective. | | - Strong interpersonal skills to support interaction and development | | of relationships with a wide-range of internal and | | external customers. | | - Capacity to work independently as well as within a team-oriented and | | collaborative environment. | | - Proficent in Microsoft Office programs. | | - Experience in Supply Chain Management / Lean Operations desired. | | | | +----------------------------------------------------------------------- | | ---+ | | | | | | | | | | | | | | | | | | | | | | | | | | | WORK ENVIRONMENT: | | | | | | | | | | | | Typical office environment as it pertains to lighting, temperature, an | | d | | | | noise level when in administrative/operations offices. May be exposed | | to | | | | noisy production floor that is not climate controlled. | | | | | | | | | | | | | | | | | | | | | | | | PHYSICAL DEMANDS: | | | | | | | | | | | | Ability to operate a computer keyboard, mouse and phone system and oth | | er | | | | computer components. | | | | | | | | | | | | | | | | | | | | | | | | TRAVEL: | | | | | | | | | | | | 0 to 10% travel (domestic and/or international) may be required. | | | | | | | | | | | | | | | | | +----------------------------------------------------------------------- | | ---+ | +--------------------------------------------------------------------------+
Required Skills Required Experience
PHYSICAL REQUIREMENTS/HAZARDS
+----------------+----------------+----------------+----------------+----------------+ | | | | | | | | | | | | | Frequency | None | Some | Freq. | Very | | | | | | | | | | | | Freq. | +----------------+----------------+----------------+----------------+----------------+ | | | | | | | | | | | | | Lifting > 50 | | X | | | | lbs. | | | | | +----------------+----------------+----------------+----------------+----------------+ | | | | | | | | | | | | | Lifting > 20 | | | X | | | lbs. | | | | | +----------------+----------------+----------------+----------------+----------------+ | | | | | | | | | | | | | Pushing > 50 | | | X | | | lbs. | | | | | +----------------+----------------+----------------+----------------+----------------+ | | | | | | | | | | | | | Pulling > 50 | | | X | | | lbs. | | | | | +----------------+----------------+----------------+----------------+----------------+ | | | | | | | | | | | | | Stooping, | | X | | | | Kneeling | | | | | +----------------+----------------+----------------+----------------+----------------+ | | | | | | | | | | | | | Crawl | X | | | | +----------------+----------------+----------------+----------------+----------------+ | | | | | | | | | | | | | Climb | X | | | | +----------------+----------------+----------------+----------------+----------------+ | | | | | | | | | | | | | Balance | X | | | | +----------------+----------------+----------------+----------------+----------------+
Some = 1 - 4 times/day or 10% Freq. = 20 - 40 times/day or 33%
Very Freq. = 100 times/day or 56%
WORKING CONDITIONS:
(X ) INSIDE [Specify major HAZARDS:
working conditions] (X ) Exposure to toxic/chemical/detergents
( ) OUTSIDE [Specify major (X ) Exposure to extreme conditions: hot/cold
working conditions] (X ) Exposure to dust/fumes/helicopter drafts
(X ) Exposure to moving mechanical parts
PHYSICAL REQUIREMENTS: (X ) Exposure to potential electrical shock
(X ) Exposure to X-ray/electromagnetic energy
(X ) Manual Dexterity (eye-hand coordination) (X ) Exposure to high pitched noises
(X ) Perform shift work (X ) Exposure to communicable diseases
( ) Maneuver weight of patients (X ) Exposure to pathogen exposure
(X ) Hear alarm/phone/tape recorder/equipment (X ) Exposure to risk exposure
( ) Walk 6 hours per day (X ) Use of latex gloves
(X ) Reach above shoulder
(X ) Repetitive arm/hand movements MENTAL/EMOTIONAL REQUIREMENTS:
(X ) Finger dexterity (X ) Manage stress appropriately
( ) On Call Work (X ) Handle multiple priorities
(X ) Color vision ( ) Works alone
(X ) Acuity - Near (X ) Manage anger/fear/hostility/violence
(X ) Acuity - Far (X ) Work in areas that are confined and/or
(X ) Depth perception crowded
WORK POSITIONS (% OF TIME SPENT):
Sitting: 15_% Standing: 60% Walking: 25%