Customer Service Representative/Expeditor

Flow Control Group; Santa Ana (CA); On-site; USD 42,000 - 60,000; Full time

Job summary

Clayton Controls is seeking a dedicated Customer Service Representative to support a Southern California territory. You will handle pricing, lead-times, order processing, status updates, and other customer service tasks with professionalism and a strong customer focus.

Collaborating with the outside salesperson, you will provide timely quotes, resolve order issues, and ensure shipments meet schedule. Proficiency with ERP systems and MS Office is required; prior customer service experience in

Qualifications

• High School Diploma or equivalent.
• 1-3 years of customer service experience.
• 3-5 years of experience preferred.

Responsibilities

• Review open order reports to identify delivery delays and update customers.
• Coordinate with suppliers for status and expedite where needed.
• Provide timely quotes and process orders.
• Assist customers with status inquiries and expedite requests.
• Use ERP and MS Office to maintain accurate records.

Skills

Communication

Organization

Phone etiquette

MS Office

CRM experience

Education

High School Diploma or equivalent

Tools

CRM system

Job description

Position Summary:

*This Role is located in Southern California*

Provide exceptional customer service throughout the quote and order process. Working in a team to support a geographical territory, you will be communicating with customers regarding pricing, lead-times, order processing, status, and other customer service-related functions. Communication must be accomplished with a high degree of professionalism and customer focus that portrays our commitment to meeting the needs of our customers.

Tasks / Responsibilities (To include, but not limited to):

• Regularly review open order reports to find delivery delays, work with suppliers for status, and update customer(s). Includes daily updates for stock and direct orders in ERP system and update open order status, ship dates on POs and expedite where necessary. Save acknowledgements and link in ERP
• Notify Purchasing/CSRs if part number, price, shipping details or ship date do not match ERP system
• Review Order Lines Portal Promise Dates and update open sales orders and notify CSR
• Review Direct Ship PO Portal Date Due and update open POs and sales orders
• Team up with an outside salesperson to build customer relationships within your territory
• Provide timely and accurate quotes to customers with information provided by the outside salesperson or a direct request from the customer
• Process orders following Clayton Controls and ISO guidelines
• Assist customers in resolving questions, including status of orders and expedite requests
• Utilize our suppliers, their websites, and in-house technical support to answer customer inquiries about our products
• Work with the Accounting team to resolve customer credit issues
• Respond to all customer calls and e-mails professionally and efficiently

Skills, Knowledge and Abilities:

• Excellent written and verbal communication skills
• Organized, detail-oriented, multi-tasker, adaptable, positive
• Excellent phone etiquette
• Proficient computer skills, including the Microsoft Office Suite
• Customer Service Management system experience a must

Environmental/Physical Requirements:

Office/Sedentary Requirements – Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.

Preferred Experience/ Minimum Qualifications:

• High School Diploma or equivalent required
• 1-3 years of customer service experience
• 3-5 years of experience preferred

Additional Information Regarding Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one’s manager/supervisor related to the position/department. This job description is meant to describe the general nature and level of work being performed, it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Clayton Controls reserves the right, at any time, with or without notice, to modify or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. Clayton Controls shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment, as required by the law