Owens & Minor Customer Service Representative in Mechanicsville, Virginia
Responsible for responding to inquiries, processing order, and handling complaints in a prompt, courteous, and effective manner. Other responsibilities include, researching and processing credits, expediting emergency orders and eliminating back orders.
ESSENTIAL JOB FUNCTIONS:
- Processes and inputs all customer orders and checks computer for product availability.
- Coordinates special/last-minute shipping requests with the warehouse (expediting any order as necessary).
- Traces orders as required and notifies customers of any activity concerning their merchandise.
- Handles return goods authorization process according to procedures and assures proper credit is given to the customer and assures proper pricing on all customer orders.
- Maintains a good working relationship with customers by responding to all inquiries and complaints concerning work-orders, invoices, shipments, inventory counts, etc. in courteous and efficient manner.
- Acts as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit changes.
- Takes customer orders by phone or fax.
- Tracks back orders.
- Resolves customer complaints and requests for refunds, exchanges, and adjustments.
- Answers customer questions and investigates and corrects errors.
- Reviews customer orders on hold due to errors; corrects and releases orders to be picked and shipped.
- Provides customers' pricing on new products and capital equipment.
- Resolves price problems with customers.
- Generates all related paperwork and necessary information required for customer work orders and checks all orders for special requests.
- Researches short pays.
- Reports customer feedback to management, including any signs of customer dissatisfaction.
- Oversees all paper work associated with orders and maintains corresponding files.
ESSENTIAL JOB FUNCTIONS: (Continued)
18. Furnishes shipping and tracing information to customers as required and maintains damage records and back-order logs.
19. Sells excess assets.
20. Follows up with other departments to ensure the service standards are being met.
21. Participates in team management approach.
SUPPLEMENTAL JOB FUNCTIONS:
- Maintains current price books and catalogs.
- Reviews print orders to ensure accuracy and completeness.
- Performs additional duties as directed.
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
TYPE OF PHYSICAL REQUIREMENTS:
Clarity of vision at 20 inches or less.
Field of Vision
Observing an area that can be seen up and in a given point. This factor is important when job performance requires seeing a large area while keeping the eyes fixed.
TYPE OF PHYSICAL REQUIREMENTS: (Continued)
Adjustment of lens of eye to bring an object into sharp focus. This item is especially important when doing near point work at varying distances from eye.
Seizing, holding, grasping, turning, or otherwise working with hands. Fingers are involved only to the extent that they are an extension of the hand.
Picking, pinching, or otherwise working with fingers primarily (rather than with whole hand or arm as in handling).
Expressing or exchanging ideas by means of the spoken word. Talking is important for those activities in which workers must impart oral information to clients or to the public, and in those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
Perceiving the nature of sounds. Hearing is important for those activities which require ability to receive detailed information through oral communication, and to make fine discriminations in sound, such as when making fine adjustments on running engines.
- EDUCATION & FORMAL TRAINING:
Basic knowledge of arithmetic, english, and grammar. Accuracy in checking, posting, and counting. Simple use of automated office equipment. Adaptable to clerical routines. Equal to a high school diploma.
B. WORK EXPERIENCE:
Over one year up to and including three years.
EQUIPMENT, TOOLS AND WORK AIDS:
Fax machine, calculator, CRT, copy machine, manufacturer price books, catalogs, and reports.
WORKING CONDITIONS AND ENVIRONMENTAL HAZARDS:
Inside working conditions.
No environmental hazards indicated for this classification.