Customer Service Representative (Finance)

Main Activity

Specific Activities

Measure of Performance

Manage Account/CS Transactions for Assigned Channel Partners

• Customer order entry to ERP
• Quoting as required providing price, availability, freight charges and drawings or product configuration
• Fielding phone calls /inquiries from assigned accounts or other channel partners needing assistance
• Expediting/following up on Orders
• Professional interaction with Schedulers, Production Supervisors, Shipping, Quality, Sales and others to carry out order fulfillment processing

Customer Satisfaction Survey Results and Order Entry Accuracy Report Metrics

Perform Specialized Account Maintenance Functions

• Maintain RGA (Return Goods Authorization) and Credit Databases
• Process Returns and credits according to established policies/procedures
• Accurately maintain databases (web-based, ERP, others)
• Other account maintenance duties as assigned

Reporting metrics related to accuracy and timeliness

Handle end-user/influencer inquiries and lead referrals

• Manage leads/calls from end-users to designated dealers as determined by lead mgmt policies
• Interact positively with a wide-array of end-users and influencers to assist them in finding a dealer that meets their needs, instructing them on use of consumer website, catalog, etc... as appropriate

Customer Satisfaction Ratings and Revenue Target Attainment

Support sales efforts

• Complete follow-up calls, report maintenance, duties as assigned to achieve monthly sales goals
• Provide support for Regional Sales Managers & Mfg Reps as assigned

Revenue Target Attainment

Product knowledge

• Complete training and study to understand details of products and their uses
• Communicate product functionality to dealers, end-user customers and influencers

Customer Satisfaction Survey Results