POSITION TITLE: Account Representative

PAY GRADE: Hourly- Non-Exempt

BUSINESS UNIT: Supporting Industrial and/or Residential Dept: 51-Sales Industrial

REPORTS TO: Supervisor Customer Service

PURPOSE: An effective Account Representative holds safety as a value. Demonstrates safe work practices in all they do and has no hesitation notifying anyone of an unsafe situation. The Account Representative is the contact person for customer inquiries such as service, delivery, pricing, quotes, and stock checks. Processes customers’ orders from quote verification, to entry, to invoicing. Processes new account information. Contact person for special modified quotes and processes customs documentation for international shipments.

1. ESSENTIAL FUNCTIONS OF POSITION:

1. Primary contact for our NEMA and Residential customer service telephone inquiries. Answer customer questions on products, service, delivery, pricing, quotes, and checking stock items.

2. Process both standard and modified quotes. Assign NQL (NEMA Quote Log) numbers and log into NQL log spreadsheet. Notifies order estimator of new requests. Requests drawings/specifications and clarify any questions needed for the quoting process. Obtains costing from the order estimator to issue NQL quote and distribute to appropriate personnel. Revise quote if needed.

3. Assigns SO#’s (Special Order) for NQL’s turned into orders. Process special-order purchase orders. Follow-up with scheduling and purchasing to ensure special orders are scheduled for shipment in a timely manner.

4. Process customer orders in the database in an effective, efficient manner with great attention to detail while ensuring order entry accuracy.

5. Provide customers with order acknowledgements after order processing.

6. Process new account information from the accounting department into the customer profile set-up.

7. Process protype requests and follow through to completion, entry to shipment.

8. E-mail enclosure drawings to customers upon request.

9. Verifies pricing on all NEMA and Residential orders, standard and special-order items.

10. Processes RGA (Return Good Authorization) paperwork and/or credit authorizations for concerns.

11. Process export papers as needed.

12. Monitors email throughout the day to ensure timely customer feedback.

13. Sends banking information to overseas accounts for wire transfers.

14. Availability to attend trade shows as requested.

15. Assist in cross-training of other customer service representatives.

16. Targeted reduction in waste of all forms (time, materials, labor).

17. Creating and continually improving upon a culture of teamwork, accountability, and trust by modeling expectations and providing feedback to drive desired behaviors.

18. Performing other duties, assigned.

2.0 QUALIFICATIONS AND REQUIREMENTS

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

2.1 Manages several objectives and projects simultaneously

2.2 Possesses strong administrative and computer skills

2.3 Communicates and manages time well

2.5 Contributes to the desired culture of being the preferred place to work

2.6 Must be able to meet the physical demands of the job

2.7 Excellent planning and organizational skills

2.8 Must possess good critical thinking and decision-making abilities

2.9 Ability to define problems, collect data, establish facts, and draw valid conclusions

2.10 Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

3.0 KNOWLEDGE / EXPERIENCE:

Associate degree in related field is preferred and two years proven customer service experience required, five years proven customer service preferred. Proficient with E-mail, Access, Word, and Excel. Attention to detail, accurate word processing skills required. Knowledge of shipping, both domestic and international preferred.

4.0 MENTAL/VISUAL REQUIREMENT:

Ability to communicate well in both verbal and written forms. Ability to generate reporting documents and participate in team meetings. Self-motivated with ability to multi-task in a fast-paced office environment. Good general ability with use of computer and written documents. Basic math skills, ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

5.0 PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The primary job function involves the flowing:

• The primary job function involves the ability to sit and/or stand for extended periods of time, walk, use hands to feel or handle objects, tools, or controls.
• Reach and lift with hands and arms; talk, see and hear.
• The associate will work in an office setting and may repeatedly/frequently be required to perform repetitive work tasks.
• Use of hands and wrists continuously.
• Must be able to carry, push, pull or lift up to 30 lbs. occasionally.
• Engage in occasional bending, stooping, squatting.
• The associate may need to be available for extended shift hours if needed and assist in emergency situations.
• Duties, responsibilities, and activities may change at any time with or without notice, based on operational needs.

6.0 WORK ENVIRONMENT:

The environmental characteristics described here are representative of those an associate will encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the essential functions of the job the associate will work in an office area and may need to travel through the production area. Safety glasses, closed toe shoes, and hearing protection may be required in the area that you are working/traveling in based on our safety PPE standards.