Job Details

** Rep III - Customer Service**

**Job Category****:** Customer Service **Requisition Number****:** REPII003907 Showing 1 location **Job Details**

**Description**

****This position works at the Total Safety office in Broussard, Louisiana. Reliable transportation and a clean driving record is required.****

**Specific Job Duties and Responsibilities**

* Answers incoming calls, greets customers cordially and provides timely responses to customer inquiries related to product and service orders, delivery and pricing.

* Researches priceand delivery utilizing system information and confirms verbally as necessary. Calculates pricing while maintaining margin guidelines.

* Ensures all required information is obtained and that supporting documents are completed correctly.

* Takes orders by phone, fax, email and web-based systems and enters into the order entry system. Clarifies customer specifications by phone, email or fax as required. Makes product and/or service recommendations based on understanding of customer needs and alternative solutions in inventory.

* Enters customer orders into system in an accurate and timely manner.

* Ensures that terms and conditions are communicated and that required documentation is complete including letters of credit, delivery bonds, shipping and freight forwarding requirements.

* Handles customer complaints including processing returns. Assists in determining whether the product should be accepted for return and if the customer should be credited according to established sales, warranty policies and procedures. Works with accounting to ensure complete resolution of issue to ensure customer satisfaction.

* Reviews customer open order and backorder reports on a daily basis in order to pro-actively resolve potential issues. Contacts the customer in the event there are difficulties in filling customer order, meeting delivery time, required adjustments in pricing or other issues which may need to be addressed. Follows up with internal contacts as needed to quickly resolve the issue.

* Sets up new customer accounts according to policy and procedure.

* Enters data from various sources to maintain and update various databases and spreadsheets including tracking project costs and schedule performance. Ensures data integrity by verifying input and calculations.

* Maintains a close alliance and dialogue with the assigned Sales Account Managers to ensure that all customer needs are properly serviced. Contact with other departments or external contacts to clarify, obtain and furnish information.

* Assists others in department as necessary.

Qualifications

**Education and Experience:** High school diploma or GED plus additional specialized courses or Associates Degree in related field. A minimum of three (3) years of progressive customer service/sales experience with knowledge of customers, industry and competitive market. Direct internal experience with knowledge of departmental function, procedures, terminology and interrelationships preferred. Experience in Industrial Safety commodities and/or Rental Equipment products and services preferred.

**Other Required Skills, Knowledge or Abilities:** Excellent PC skills with proficiency in MS Office programs and intimate knowledge of departmental software programs such as RentalMan. Comprehensive, specialized knowledge of company services & applications.

Thorough knowledge of sales, marketing & quotations concepts, functions and practices. Must understand internal & external economic factors (cost, margins, profit impact of decisions) affecting assignment areas. Ability to price any item or service & ensure the maximum chance for award while balancing companys profitability and customer satisfaction goals.

Ability to propose changes to meet customer need or to improve cost, quality, safety or application and maximize inventory and equipment utilization. Ability to independently resolve complex problems, pay close attention to details & plan, organize & manage time.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Must be able to handle diverse tasks simultaneously and work effectively with interruptions, meeting or exceeding production and quality goals. Ability to pay close attention to details and present good planning, organization, and time management skills.

Ability to handle confidential or sensitive information.

Must demonstrate ability to work in a team environment and willingness to assume additional or new responsibilities readily.

**Interpersonal Communications:** Great oral and written communication skills with excellent vocabulary, good grammar and the ability to independently compose routine written communications. Professional telephone etiquette. Daily emails & phone calls with customers to take orders, expedite orders, & resolve issues that require negotiation. Develops rapport and relationships with customers by providing excellent customer service. Contacts with immediate associates and immediate supervisor for instructions, training and guidance.

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to modify communication & presentation style in order to relate to a variety of people both over the phone & in person.

Physical Demands

While performing the duties of this job, is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Occasionally required to stand; walk; and stoop, kneel, or crouch. Must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment

Spends most of the time in an office environment. Regular visit to shop area. Must take care in moving or lifting of equipment and supplies.

Reporting Relationships

**Complexity of Duties and Decisions:** Work consists of moderately complex procedures and tasks where basic analytic ability is required to compare numbers, select appropriate guidelines and procedures or identify appropriate actions to follow. Must conform to standard work practices (safety, security, environmental procedures and Company business practices and codes of conduct). Independently resolves problems or deviations by selecting from specific choices defined in instructions, work policies, procedures and accepted practices.

Is expected to review own work for completeness, accuracy and conformance to policy. Supervisor reviews progress versus detailed check for technical adequacy and conformance with practice and policy. Errors in the communication of data can result in ineffective decision-making by others in the company.

**Authority:** Works under intermittent supervision: Objectives, priorities and deadlines are defined. Assistance is given with unusual situations that do not have clear objectives. Plans and carries out successive steps and resolves problems and deviations in accordance with instructions, policies, and accepted practices.

No Supervisory responsibility, but frequently serves as a lead or provides technical guidance. Assigns, monitors & reviews accuracy of work, no authority for personnel actions, work time is spent performing many of same duties of those in group.

**About Total Safety:**

**Total Safety** is the world's premier provider of integrated safety and compliance services and the products necessary to support them, including gas detection, respiratory protection, safety training, fire protection, compliance and inspection, comprehensive flare services, industrial hygiene, onsite emergency medical treatment/paramedics, communications systems, engineered systems design, and materials management.

**Total Safety** operate