Job Description

** Position Summary:**

Under the direction of the Customer Service Manager, the Customer Service Representative provides the most responsive customer support to the organization's customers (both internal and external) in person or over the phone; by addressing and resolving customer inquiries and problems, processing orders, following up on deliveries in accordance with company mission statement, policies and procedures.

Essential Duties and Responsibilities:

The following reflects essential functions for this job but does not restrict the tasks that may be assigned. It is not all inclusive and may be expanded to include other duties and responsibilities as the company may deem necessary in order to service our customers.

• Answer incoming customer telephone calls in a courteous and professional manner.
• Responds to and investigates customer inquiries, orders, concerns, and issues via phone, fax, mail and e-mail in a timely and courteous manner.
• Follow up and maintain good communication with customers at all times
• Receives, records, and routes customer orders/changes in appropriate manner.
• Utilize the company’s computer program for entering and processing orders
• Researches and resolves customer complaints and/or billing issues.
• Documents all contacts, actions and responses in the appropriate database (Clientele)
• Organizes and maintains file system; file correspondence and other records.
• Maintains working knowledge of products and/or services.
• Prepares reports and correspondence accurately and efficiently.
• Effectively communicates customer issues and concerns to all applicable internal staff members.
• Provides appropriate technical and/or product related information to customers.
• Follow up with production to ensure orders are being processed and shipped on a timely manner
• Handle customer grievances as and when they arise in a professional manner and refer grievances to the manager when necessary
• Provide support to the outside sales representatives as needed.
• Provide RGA’s to customers for product returns according to departmental procedure.
• Complete special projects as assigned.
• Performs other duties as assigned by supervisor.

Qualifications

• Three to five years business to business customer service experience
• Manufacturing experience or customer service in a manufacturing environment is a plus
• Must have a proven track record of successful customer service experience in managing all levels of orders, issues, and complaints from clients
• Must be able to take a proactive and hands on approach to customer service to ensure client expectations have been exceeded

** Skills and abilities**

• Excellent customer service skills
• Excellent verbal and written communication skills
• Proficient in MS Office Suite
• Commitment to excellence and high standards
• Strong Organizational skills; able to manage priorities and workflow
• Ability to work independently and as a member of various teams and committees.
• Ability to understand and follow written and verbal instructions
• Acute attention to detail
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to work well under pressure and handle difficult and stressful situations professionally.
• Ability to perform diversified clerical functions and basic accounting procedures
• Ability to log data efficiently and accurately
• Ability to effectively communicate with people at all levels and from various backgrounds in a professional manner.
• Must be able to build working relationships with customers and co-workers
• Must be able to speak, read, write, and understand the primary language used in the workplace.
• Understand and respond to a diversity of individuals

Additional Information

The pay range for this position is $22-$27 per hour, based on experience.

Equal Opportunity Employer, including disability / veterans

BOSCH is a proud supporter of STEM (Science, Technology, Engineering & Mathematics) Initiatives

• _ FIRST Robotics (For Inspiration and Recognition of Science and Technology)_
• _ AWIM (A World In Motion)_