CUSTOMER SERVICE REPRESENTATIVE II

at  HISCO INC

EDUCATION & EXPERIENCE

• High school diploma and/or GED required
• 3+ years working experience required, preferably in customer service, e-commerce, technical support, clerical, or sales

ESSENTIAL JOB RESPONSIBILITIES

• Interacts with customers and provides information in response to inquiries about accounts, products, and services
• Handle dispute resolution on customer complaints, special orders and/or returns
• Perform primary Contract Review at the quoting stage, customer PO acceptance stage, during the order entry stage and the final order entry review stage
• Upselling and Cross-selling of products to improve profitability through usage of Proton AI system
• Price products to maximize overall profitability for Hisco. Follow corporate pricing guidelines when possible. Research, source, and price new products.
• Perform Order Entry and Processing using the optimal type of OE Types (Types: Direct Orders, Future Orders, Stock Orders, Blanket, Blanket Release, JIT)
• Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Prepares necessary paperwork for debit or credit issues (RMA)
• Sound understanding of order to cash processing and Loop/Order Automation
• Intermediate processing of Return Material/Correction Return orders
• Other duties as assigned