Technical Customer Service Representative
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At a glance
Job overview
Exotic Automation & Supply is hiring a Technical Customer Service Representative. The Technical Customer Service Representative provides frontline support to internal and external customers, processing orders, quotes, and EDI transactions. This role involves responding to inquiries, managing order follow-up, and resolving basic customer issues using foundational knowledge of product lines and business systems. The representative also applies understanding of cost structures and pricing matrices to ensure accurate quotations and order processing.
Key focus areas include Process customer orders accurately from receipt through completion, Manage EDI transactions, including order receipt, processing, and error resolution, and Handle order follow-up activities, including status updates, expedite requests, and delivery coordination.
Successful candidates bring High School Diploma. Preferred (not required): Order Management, EDI, Customer Communication, and Cost Structures.
Skills & qualifications
Skills
Qualifications
Full job description
General Summary:
Provides frontline customer service support to both internal and external customers. Responsibilities include processing orders, quotes, and EDI transactions; responding to customer inquiries and product requests; managing order follow-up; and resolving basic customer issues using foundational knowledge of Exotic product lines and business systems.
Essential Job Functions:
Order Management & Processing
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Processes customer orders accurately from receipt through completion, including order entry, verification, and confirmation
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Manages EDI (Electronic Data Interchange) transactions, including order receipt, processing, and error resolution
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Handles order follow-up activities, including status updates, expedite requests, and delivery coordination
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Processes RMAs (Return Merchandise Authorizations) in accordance with company policies and customer agreements
Customer Communication & Support
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Responds to customer inquiries regarding product availability, order status, pricing, and general account questions
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Prepares and processes customer quotations with accurate pricing and product specifications
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Documents and processes customer complaints following established procedures to ensure timely resolution
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Maintains professional communication with customers through phone, email, and other channels
Financial & Pricing Knowledge
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Applies understanding of cost structures, discount schedules, and gross profit calculations to support pricing decisions
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Utilizes customer-specific pricing matrices to ensure accurate quotations and order processing
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Reviews orders for pricing accuracy and margin requirements before submission
Product & Supplier Knowledge
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Demonstrates foundational knowledge of Exotic product lines to answer basic customer questions and identify appropriate solutions
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Maintains working knowledge of core supplier base and their product offerings
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Accesses and navigates supplier portals to verify product availability, specifications, and lead times
System & Process Compliance
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Follows all departmental and corporate policies and procedures to ensure consistent service levels
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Meets established productivity metrics for order processing, quote turnaround, and customer response times
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Maintains accurate records and documentation in company systems for all customer interactions and transactions
Supplemental Job Functions:
- Performs other duties as assigned or requested.
Knowledge, Skills and Abilities Required:
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High School Diploma (required), Associate’s degree preferred.
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Previous work experience (prefer customer-service related experience).
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Previous experience working on a computer.
Exotic Automation & Supply maintains a drug-free workplace, including testing for marijuana.
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