TRUTH HARDWARE CORPORATION



TRUTH HARDWARE CORPORATION

POSITION DESCRIPTION

Position: Customer Service Representative Date: Aug 2014

Report To: Inside Sales Manager Reviewed by:________

Organizational Unit: Truth Hardware Approved by:________

Accountability Objective

This position is responsible for representing Truth Hardware when working with customers and the sales team within their territory. The primary objective is to provide quality service and communication in a manner that will promote optimum satisfaction and service through professional and accurate handling of customer needs.

Dimensions

The Customer Service Representative is responsible for customers as noted below as well as support to the Inside Sales Representative and back up to Inside Sales Coordinator.

Nature and Scope

This position reports to the Inside Sales Manager. This position is responsible for building and maintaining client relationships with Tier 4 customers as well as Inter/Intra-company locations (Amesbury accounts, Brampton house accounts and supplier accounts). The primary directive is to effectively communicate the customer’s expectations to the appropriate personnel within the Amesbury/Truth Hardware organization as well as communicate company information back through the sales team and the customer. These expectations include, order processing, managing lead time expectations, work with the scheduling team in processing customer orders and requests. This includes facilitating returns, credits, expedite requests etc.

This position will be responsible for serving as a primary back up to the following activities: loading customer complaints, RMAs and Credits as well as order processing as Support to the Inside Sales Reps.

In addition, this position will serve as back up to the Inside Sales Coordinator for billings and post ship processing (misc. billings and credits).

This position works with customers, assuring their satisfaction, while staying within Sales and Marketing policies and alerting the organization where appropriate. Decision making capabilities require this individual to understand the policies and procedures and to use them as a guideline in daily tasks.

The major challenge of this position is to maintain the accuracy and efficiency of the department so that customer needs can be met satisfactorily. These positions are free to act within established policies (specific parameters are set where management assistance is required).

To operate efficiently within this position, the incumbent should have three to five years experience in working with customers. Good decision making skills are a must. A general MRP and inventory control background is helpful along with knowledge of company products, policies and the manufacturing process. The incumbent must have a good telephone voice, strong leadership skills, good written and verbal communication abilities and be organized and handle stress well.

Principal Accountabilities

• Builds and maintains long term relationship with the customer

• Suggests improvements to the process

• Responsibilities after the sale:

• Maintain customer satisfaction – 1st point of contact

o CAR (Corrective Action)

▪ Gather information regarding the complaint

▪ Provide samples

▪ Assist in trouble shooting the root cause

o RMAs (customer returns)

▪ Gathering information regarding the return requested

o Credit requests

▪ Gather information regarding the request

▪ Developing a business case where needed

▪ Assist the organization in making an informed judgment on the value of the return (risk assessment)

o Assessing risk of customer dissatisfaction. Our Reps have a responsibility to report all indications of customer dissatisfaction and report to the organization.

• Pricing

o Evaluate and execute pricing based on order processing (Quote only what is noted in the business system based on established customer discount.)

o Trouble shoot pricing errors

• Support Inventory management objectives

o Assess customer requirements for material

o Relay lead times as provided by the system

• Order processing

o Keying the order

o Maintaining changes

o Reviewing and reporting needs for expedites to the Inside Sales Manager

o Report need to Investigating supply issues and gaining new forecast requirements.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand; use hands to finger, handle, or feel; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision.

Safety

The incumbent is required to practice good housekeeping skills and report all safety hazards to his/her supervisor. This promotes a safe working environment for all Truth Hardware personnel and outside visitors coming into our facilities.

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