Customer Service Rep

at  Roto Frank of America I

Roto North America is a subsidiary of Roto Window and Door Technology, a global leader in window and door hardware, with 15 production plants and more than 30 subsidiaries worldwide. Through its 2 companies, Roto Frank of America, Inc. and Roto Fasco Canada, Inc., Roto North America has been manufacturing and offering a variety of leading North American and European window and door hardware products in the USA and Canada.
To learn more about Roto Frank of America please visit us at: Welcome - Roto North America
Customer Service is one of the initial points of contact to the customer and has a key role in supporting the company’s mission of providing Superior Customer Value.
Attention to detail and proficiency with data entry are key responsibilities in this role.

MINIMUM REQUIRED EDUCATION:

• Associate’s degree in business administration, or similar (relevant experience can substitute for education)

REQUIRED WORK EXPERIENCE:

• 3 + years of Customer Service Experience

Essential skills:

• Proficient in MS Office skills with the ability to learn new software.
• SAP experience preferred
• Proficiency with Data Entry
• Focus and attention to detail with respect to customer specific programs
• Ability to function well in a high-paced and at times stressful
• Excellent organization skills
• Excellent communication skills including active listening and adaptability.
• Service-oriented and able to resolve customer inquiries.

• Interacts with customers via telephone or email to provide support and information on products, service and order status inquiries.
• Enters customer orders in SAP.
• Process & monitor customer sample requests
• Ensures that appropriate actions are taken to resolve customer’s problems and concerns.
• Answer incoming phone calls
• Redirect incoming calls to appropriate department
• Scan sales orders and supporting documentation into SAP
• Support outside sales staff including Business Region Managers and Independent Reps
• Work closely with production and shipping departments to meet throughput time requirements
• Active participation in weekly Shop Floor meetings
• Active participation in continuous improvement events and training
• Maintain customer back-order lists
• Work with Inside Sales team to ensure excellent customer service is being delivered
• Performs other related duties as assigned.
  Work Environment:
  This position operates in a professional office environment, and routinely uses standard office equipment such as computers, phones, copiers, scanners, printers.
  Prolonged periods of sitting at a desk and working on a computer.
  Must be able to lift up to 20 pounds at times.