2 hours

Customer Service Representative (ACC)

Handicare USA, Inc.
St Louis, MO 63103





















JOB TITLE:


CUSTOMER SERVICE REPRESENTATIVE


DEPARTMENT:


CUSTOMER SERVICE


REPORTS TO:


DIRECTOR OF CUSTOMER EXPERIENCE


FLSA STATUS:


NON-EXEMPT




 



OVERVIEW:  The primary purpose and function of this position is to support Handicares customer base, outside sales representatives and senior management.


 


ESSENTIAL DUTIES AND RESPONSIBILITIES:



  • Enter, modify and expedite customer orders.

  • Respond to customer inquiries regarding existing orders.

  • Ensure the clients requests are handled to completion.

  • Field incoming customer calls regarding product details.

  • Provide technical customer assistance on product troubleshooting/repair.

  • Handle incoming (walk-in) customer requests.  Demonstrate products.

  • Prepare and issue quotations for customers, dealers and field-based sales representatives.

  • Communicate any product/promotional updates to customers.

  • Provide product support and education to existing dealers.

  • Provide product support and help institute Handicare USA policies to both inside and outside sales representatives.

  • Respond to sales reps on status of current orders.

  • Generate and qualify leads.

  • Provide telemarketing support on specific territory marketing initiatives.

  • Fulfill requests for literature from dealers, sales reps and customers.

  • Maintain and expand current customer database.

  • As required, attend local trade shows and/or conferences.

  • Execute direct mail/email campaigns; provide follow-up.

  • Provide input to Handicare USA Management to assist with on-going product development.

  • Assist in the development of marketing plans and general corporate communications (brochures, internet site, etc.).

  • Additional duties as requested or required.



SUPERVISORY RESPONSIBILITIES:



  • This position has no supervisory responsibilities.



COMPETENCIES:



  • Manages difficult or emotional customer situations.

  • Responds promptly to customer needs.

  • Solicits customer feedback to improve service.

  • Responds to requests for service and assistance.




  • Listens to others without interrupting.




  • Speaks clearly and persuasively in positive or negative situations.

  • Listens and gets clarification.

  • Responds well to questions.




  • Writes clearly and informatively.

  • Able to read and interpret written information.




  • Demonstrate knowledge of company products, their application, use, features, benefits etc.




  • Works with integrity and ethically.




  • Is consistently at work and on time.




  • Treats others with respect and consideration, regardless of their status or position

  • Follows through on commitments




  • Demonstrates accuracy and thoroughness




  • Meets productivity standards



LANGUAGE SKILLS:



  • Ability to read, analyze and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals.   Ability to write reports and correspondence.  Ability to speak effectively before groups of customers or employees of the organization.



EDUCATION, EXPERIENCE & TRAINING:



  • Bachelors Degree (B.A. / B.S.) from a four year college or university; 2 years related experience in marketing, sales support & customer service; or equivalent combination of education and experience.



COMPUTER SKILLS:



  • Proficiency in Microsoft Word, Excel, PowerPoint and Outlook is required.  Proficiency in Multiflex ERP, Microsoft Dynamics or other ERP systems preferred.



PHYSICAL DEMANDS:  



  • The employee may occasionally stand, walk, stoop, kneel or crouch during shift.  Employee will be required to regularly sit, use hand to finger, handle, feel and reach with hands and arms.  Employee must be able to occasionally lift and or move up to 25 lbs.



WORK ENVIRONMENT:



  • This position works in an environment with moderate noise levels.



TRAVEL:



  • No travel is required



 


EOE/M/F/D/V


 


Note: Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time.  Critical features of this job are described under various headings above.  They may change at any time due to reasonable accommodations or other reasons.  The above statements are strictly intended to describe the general nature and level of the work being performed.  They are not be construed as a complete list of all responsibilities, duties and skills requires of employees in this position.   The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


 


I have read and understand the duties of my position:


 


Print Name: _____________________________________            Date: ___________________________


Signature: _______________________________________

Categories

Posted: 2021-09-24 Expires: 2021-10-24

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Customer Service Representative (ACC)

Handicare USA, Inc.
St Louis, MO 63103

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