Job Summary:

• Receives (by telephone, fax, or email) requests for quotations, orders, and lead times from customers.
• Makes quotations on standard items, writes orders, and relays pertinent order information to customers.
• Coordinates with other departments in handling purchase orders and providing service to customers.

Primary Responsibilities and Duties:

• Works order and customer service desks which can include:
  • taking orders
  • tracking shipments
  • identifying order, manufacturing, boxing, or shipping errors
• Assists in producing sales programs and displays, works shows, fairs, and farmer meetings as required.
• Assists with service, sales, and training sessions for fellow employees, dealers or customers, as required.
• Receives telephone requests for price quotations, purchase orders, order changes, adjustments, and cancellations directly from dealers. Achieves and maintains rapport with customers and works to give them the best possible service.
• Uses a computer to retrieve customer information, stock status information, the status of purchase orders, and to make changes to customer purchase orders. Ensures that correct codes are used for retrieving and inputting information.
• Works closely with the Scheduler regarding deliveries and shipments.
• Handles the needs of sales representatives and dealers.
• Checks with the credit department concerning the credit status of customers when rush orders are received.
• Prepares activities such as change notices, scheduling changes, partial shipments, and credit changes.
• Prepares paperwork, and RMA’s (using original purchase order, copies of invoice, and return goods memo) to be given to the accounting department for credit or debit to be issued.
• Performs other duties as season/business dictates.
• Follows safety rules and regulations in performing work assignments.

Additional Responsibilities:

• Provide technical support to Shivvers dealers and customers.
• Performs other related duties as assigned.
• Performs semi-routine duties where some judgment is required when communicating with customers, sales representatives, and inter-company personnel.

Responsibility and Authority:

• Responsible for maintaining good customer relations. Generally, deals with representatives and customers concerning matters that require some tact and resourcefulness. Contacts with other personnel including engineering, purchasing, and manufacturing departments.

Educational Requirements:

• High School diploma or GED required.

Skills/Experience Requirements: Experience in the following elements is required:

• Extensive Customer Service experience.
• Excellent Communication Skills – both verbal and written.
• Excellent Computer Skills.
• Willingness to learn and do hands-on training in the factory or in the field.
• Some travel may be required.
• Excellent organizational and proven verbal and written communication skills.
• Ability to prioritize and multi-task assignments and duties.
• Willingness to learn products, policies, and procedures on an ongoing basis.
• Willingness to work cooperatively in a team environment.
• Valid driver’s license preferred.

Physical Requirements:

• Ability to sit for long periods of time.
• Ability to lift and/or move up to 25 lbs occasionally.
• Ability to perform repetitive motions such as bending, walking, kneeling, climbing, crouching, reaching with hands, grasping, pushing, and pulling.
• Ability to wear PPE (personal protective equipment) as needed such as eye/face shields and clothing protection when in the factory environment.

Work Environment:

• Work environment will range from standard office to manufacturing environment with various noise levels and temperatures ranging from hot to cold depending on seasons.