<p>JOB OVERVIEW</p> <p>JOB TITLE</p> <p>ACCOUNT SPECIALIST/CUSTOMER SERVICE REPRESENTATIVE III</p> <p>LOCATION</p> <p>OFFICE</p> <p>REPORTS TO</p> <p>CUSTOMER SERVICE MANAGER</p> <p>JOB DESCRIPTION</p> <p>CSR III duties include but not limited to require direct contact with a customer, dealer, sales consultant to answer questions regarding Eagle products, shipments, complaints or concerns. The CSR must have the ability to communicate in such a way that they are a positive reflection of the company.</p> <p>DUTIES & RESPONSIBILITIES</p> <ul> <li>Receives inbound calls from customers </li><li>Enters and processes customers' orders using the direct order entry system </li><li>Arranges shipping of orders through the shipping department and common carrier services </li><li>Monitors order schedules to track order progress </li><li>Contacts production control and shipping department to arrange order to be processing and shipping of orders </li><li>Quotes prices to inquiring customers </li><li>Quotes prices to inquiring customers </li><li>Verifies inventory levels available via in-house computer system </li><li>Issues credits and return authorizations </li><li>Makes daily outbound calls to customers and dealers to solicit product sales </li><li>Reviews dealer sales using monthly sales reports </li><li>Analyzes sales levels and suggests new sales strategies </li><li>Resolves problems with freight damage and shortages </li><li>Corresponds to other departments through the interoffice e-mail system </li><li>Collects and analyzes information from dealers regarding competitors </li><li>Reviews reports such as discount reports, freight reports and net cost reports </li><li>Reviews orders entered by Account Specialist I's to ensure accuracy </li><li>Assists Account Specialist I's with questions </li><li>Trains account specialist I's </li><li>Account Specialist/CSR III (includes all of AS/CSR II and the following) </li><li>Be able to assist AS/CSR II or AS/CSR I when not sure what to do with a problem </li><li>Keep our self and sales informed of what competitors are in your area and obtain competitors quarterly flyers and specials that are out there without being asked </li><li>Stay in tune to the department at all times, if you see someone that is outside the policy please them know or see a manager </li><li>Always volunteers to take on other duties when emergency arises </li><li>Be fully able to train new personnel from start (computer system) to finish (DOE & special pricing) </li><li>Will take charge when needed (if manager is out to lunch/ meeting) </li><li>Be able to handle any and all problems independently </li><li>Be able to understand and explain sales report </li><li>Troubleshoot any type of problem </li><li>Help out with special pricing when it expires </li><li>Other duties as deemed necessary </li></ul> <p>SKILLS & ABILITIES</p> <ul> <li>Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and write routine reports and correspondence </li><li>Speak effectively before groups of employees in the organization </li><li>Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals and write routine reports and correspondence </li><li>Speak effectively before groups of employees in the organization </li></ul> <p>EDUCATION & TRAINING</p> <ul> <li>High school diploma or general degree (GED) OR </li><li>One to three months related experience and/or training; or equivalent combination of education and experience </li></ul> <p>KNOWLEDGE & EXPERIENCE</p> <ul> <li>Building and maintaining business relationships with clients to ensure customer loyalty </li><li>Mentor; give direction to junior CSR's </li><li>Ensure deliver of excellent customer service; accuracy in processing orders </li><li>Able to resolve customer inquiries/complaints </li></ul> <p>WORKING CONDITIONS</p> <p>WORK ENVIRONMENT</p> <p>While performing the duties of this job, the employee is regularly required to sit, use hands handle or feel; and talk or hear. The employee frequently is required to reach with hand and arms, occasionally required to walk, stand. The employee must occasionally lift and/or move up to 10 pounds. Must be able to be on a phone constantly.</p>