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Customer Service Representative

ACO, Inc.

This is a Full-time position in Casa Grande, AZ posted November 1, 2021.

SUMMARY

Responsible for the efficient and effective handling of customer service activities which include expediting and processing orders and responding to customer complaints, for Building Drainage Products.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

  • Answer questions for customers and outside Sales staff on the status of in-house and shipped orders, invoicing discrepancies, availability, lead times, prices, freight costs and literature requests. Prepares Returned Goods Authorizations/Credit Requests.
  • Reviews sales orders and sample requests generated by phone, fax, in-house drawings, materials list, or mail.
  • Coordinates special pricing or handling instructions by comparing quotations/orders, or communicating with Sales staff/Technical Inside Rep.
  • Compares materials lists to drawings/orders, and discusses with appropriate personnel as necessary.
  • Processes requests for samples from Building Drainage sales and distributors. Follows up on shipments of samples, especially when they are for shows.
  • Data entry of all orders, generate and check order acknowledgement; email to customer for review.
  • Follow-up on orders which require special handling, fabrication, or purchased parts, by communicating with the Building Drainage Team.
  • Investigate and document customer claims regarding breakage and price differences and update customer incident database.
  • Attend morning meetings.
  • Comply with Company policies and procedures.

COMPETENCIES

Communication Proficiency

Customer/Client Focus

Problem Solving/Analysis

Teamwork

Technical Capacity

Organizational Skills

POSITION TYPE/EXPECTED HOURS OF WORK

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. (may vary depending on region/territory).

EDUCATION AND EXPERIENCE

One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

ADDITIONAL ELIGIBILITY QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Ability to read and comprehend simple instructions, short correspondence, and memos.
  • Ability to write simple correspondence.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute percentages.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
  • Bilingual is strongly preferred
  • Ability to multitask with competing priorities.
  • Must be an independent thinker with strong problem solving capabilities
  • Strong ability to work independently
  • Ability to use Windows Office programs.
  • Keyboarding skills of 35 wpm.
  • Professional phone manners.
  • Syspro ACO USA ERP program

E.O.E

PI150787068