Customer Service Representative

Primary Accountabilities (Essential Duties):Handle all order-related and service functions for assigned Channel PartnersSupport Regional Sales Managers working with assigned Channel Partners as neededDevelop/maintain deep understanding of Florence product lines and applicationsPerform Order Entry processing efficiently and accurately for all product linesHandle web and phone inquiries from end-users according to defined business processesHelp Dealers and others with troubleshooting processes according to product documentationEscalate issues to Quality Department per business processes and follow-thru to resolutionHandle Returned Goods processing, Credits, Debits and Freight Claims per standard proceduresCompile Customer Order-related paperwork required for production processesSupport the business by handling supplier/visitor traffic in main entry of Florence facilityUtilize 3rd Party web portals for order processing, invoicing, etc. for National Retail ChannelComplete other departmental functions and special projects as assignedProvide coverage for co-workers during absences or other work requirements Position Qualifications:To perform this job successfully, an individual must be able to perform each primary accountability satisfactory.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Additionally, the physical demands and the work environment typically encountered are listed below.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.High School DiplomaExperience with customer service or account management desirable but entry level considered CompetenciesCore Competencies : Fostering Teamwork; Managing Performance; Building Collaborative Relationships; Customer Orientation; Result Orientation; Personal CredibilityOrganizational Competencies: Initiative; Developing Others; Influencing OthersOrganized and proficient in follow-up to ensure tasks are completed in a timely mannerSelf-directed and able to work independently to complete role requirementsResourceful and proactive problem solverResilient and able to work calmly under pressureSkilled at managing interactions with upset customers to a successful resolutionAbility to work positively with colleagues and customers to effectively solve problemsProficient in communicating with customers in writing and verballyAbility to work remotely with people, information and systems effectively Organizational Competencies:  Excel, Word, ERP systems such as SAP, CRM systems such as SalesforcePhysical Requirements: Long periods of sitting at a desk working with computers/monitorsWork Environment: In-Office and/or Hybrid           Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.