Customer Service Representative

Published
May 13, 2022
Location
Gilroy, CA
Category
Job Type

Description

SUMMARY: Under the direct supervision of the Customer Service Supervisor, the Customer Service
Representative, (CSR), shall have the responsibility to support the daily operations of the Sales Department and its
outside Sales staff, Application Engineers, and Sales Managers. The CSR will assist in sales prospecting, quoting,
sales order processing, and project management. As a member of the Sales team, the CSR will support the profit
goals of Heinzen by placing those goals foremost when interacting with others at all levels. The CSR will contribute
to an environment that fosters teamwork and enhanced task accomplishment through communication and
coordination with managers of other departments on items such as safety standards; quality control standards;
product line development; coordination of engineering, production and project schedules and promoting the image
of Heinzen and all it affiliates as a leader in the industry.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
I) SALES AND OPERATIONS
a) Provide sales support to customers, salespersons, and Application Engineers.
b) Assist customers including resolving problems and complaints.
c) Attend weekly CSR meetings.
d) Track status of jobs and communicate updates to Sales staff and other departments.
e) Provide customer interface for assigned customers if salesperson is not available.
f) Follow progress of each sales order and job of assigned salesperson.
g) Process sales orders and sales confirmation for customers
h) Process retail orders/sales, including vendor delivery/documentation .
II) CUSTOMER RELATIONS MANAGEMENT (CRM) AND CUSTOMER SERVICE CALLS
a) Establishes new customers, contacts, contact info, credit, profile, terms and conditions, ship to address
b) Updates Customer, Prospect, and Suspect information as required
c) Uses Case Entry to create and track customer calls, and manage and process customer issues, including
Return Material Authorizations, (RMA’s).
d) Answers phones, and responds while updating the Customer Call Log.
e) Assist customers including resolving problems and complaints.
f) Uses Engineering Design Guide process, (EDG), to capture troubleshooting.
g) Updates Product Line Manager detail in EDG.
III) QUOTE PROCESS
a) Processes Standard Equipment quotes/sales using current template details.
b) Processes Job Shop Sales including Laser, Machining, Thermo-Splicing belts.
c) Processes Custom Equipment quotes with detail from Application Engineers and Salesperson
d) Processes Install quotes with detail from Salesperson
i) Arranges travel details, communication protocol, equipment rentals, reservations, and per diem
ii) Attends Post-Install meetings
iii) Documents travel details, communicates to Accounting Department.
e) Coordinates lead times
f) Follows up on open retail sale quotes each quarter
IV) MARKETING
a) Data Sheets
b) Video Linking
c) Customer give-aways

JOB DESCRIPTION

JOB TITLE: Customer Service Representative
Page 2
d) Customer Equipment binder
e) Year end customer gifts
V) MISCELLANEOUS
a) Logs photos
b) Assists Salesperson with credit card reconciliation
c) Orders office supplies
d) Provides a 24-contact phone number, for business-related use: HMI management, salesperson, customer,
install crew
i) Read, sign, and follow Heinzen LLC Cell Phone Authorization Agreement (includes monthly $50.00
monthly reimbursement.
ii) Answer phone when it rings, and reasonable timeliness of return call (2 hours, in the event you are not
able to answer the call).
iii) Report time answering phone, as time worked on your weekly hours worked, we will reimburse you in
increments of 15 minutes, and be paid for any applicable overtime if worked over 8 hours in a day, or
40 hours in a week.

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