Job Description

COMPANY DESCRIPTION

Tigre USA Inc. is part of the Tigre group out of Brazil. Tigre Group is one of the largest PVC Companies in the world.

Tigre USA’s operation in the US started in 2007. It is one of the only few companies in the US that produces plumbing, HVAC and municipal PVC fittings. Tigre USA Inc. has aggressive growth plans. Through its pioneering and innovative spirit bringing new solutions and becoming closer to its society. Tigre USA Inc. invites you to innovate, build dreams and construct a better world with us.

SUMMARY

The Customer Service Representative (CSR) is a single point of contact and information regarding Tigre products, sales and customer service for an assigned territory. He/she is responsible for all inputs and outputs related to sales orders, manufacturer’s rep support and customer service inquiries. CSR also interacts with a company’s customers to provide them with information to address inquiries regarding products and services. CSR deals with and helps resolve any customer complaints. CSR has ownership of order entry process and owns relationship with named accounts. From taking the order to shipping, CSR follows orders through the end.

PRIMARY RESPONSIBILITIES

• Responsible for preparing and entering all incoming purchase orders, this includes checking prices, part numbers, entering it into Excel or Oracle

Receive customers' requests and questions by telephone, email or mail, analyze requests, provide information requested or ascertain who best can provide the information, and route the request to the proper department

• Interact with customers, independent sales representative, the Tigre USA sales manager as well as several other Tigre departments by telephone, email, fax and mail

• Work closely with Order Management, Shipping, Quality and Accounting departments

• Prepare and send returned goods authorizations (RMA)

• Seek opportunities to upsell

• Have knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required

• Send price quotes and samples to customers as needed

• Provide accurate information regarding availability of in-stock items and backorder notifications

• Contact customers following sales to ensure ongoing customer satisfaction and resolve any complaint

• Identify trends in customer satisfaction or dissatisfaction

• Manage time effectively, meet personal goals and work effectively with other members of the team

• Follow company policies and procedures

• Other duties as assigned

POSITION SPECIFICATIONS AND REQUIREMENTS

• Experience/interest in Customer relationship

• Present a professional image at all times to customers and vendors

• Regular and predictable attendance is an essential function of this job

• Ability to switch between tasks rapidly and frequently and shift priorities as needed

• Tact, strong email skills, a customer-focused attitude

• Able to work in fast-paced, self-directed entrepreneurial environment

• Exceptional verbal and written communication skills

• Highly proficient level computer skills including MS Word, PowerPoint, Excel and Outlook

• Excellent telephone sales personality skills

• Should be familiar with ERP software solutions - Oracle and SAP

• Prominent organization, time management and presentation skills

• Highly energetic and self-starter

• Ability and willingness to work as part of a team

• Decision-making, problem resolution and creative thinking skills

• Should be honest, assertive and systematic

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job include are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

REGULAR CONTACTS: Operations Manager, General Manager, Finance and Administrative, HR Manager, Production Manager, Director of Sales and Marketing, Sales and Operations Leader, Production Planning and Control leader, Warehouse and Receiving Coordinator