Customer Service Coordinator at Civco Medical in Coralville, Iowa

Job Description:

Summary

Processes customer orders and returns, new account set up, schedules shipments, resolves and documents complaints, follow up with customer on held/open orders, maintenance for Filter World, provides information to customers for direct sales as well as backup OEM and International Distributor Sales, and all other essential task. Extremely critical role representing CIVCO’s commitment to our customers.

Essential Duties and Responsibilities

1. 
   PROCESS CUSTOMER SERVICE ORDERS, CREDITS & RETURNS, AND CREATE NEW ACCOUNT: Enter orders, credits, and returns in Infor received by fax, email, and/or phone; communicating with the customer on CIVCO's ability to meet the terms of the order/return, schedule shipments, and coordinate with cross-functional groups within CIVCO to assure that orders are processed in accordance with the terms of the order/returns; probe and ask for additional orders/products.


2. 
   COMMUNICATION WITH CUSTOMERS:  Taking telephone orders, follow up with customers regarding held/open orders and returns, Filter World via phone and email while documenting communication in Salesforce.com.   


3. 
   KEEP ABREAST OF CHANGES IN THE PRODUCT LINE. MAINTAIN CURRENT PRODUCT INFORMATION/PRICE LISTS: Keep all product and price information up to date.  Study the features and benefits of the product line so accurate information can be communicated to customers. Keeping abreast of product recalls and/or product alerts.


4. 
   MAINTAIN PROFESSIONAL AND TECHNICAL KNOWLEDGE Attend CIVCO trainings, educations workshops, reviewing professional publications and establishing professional networks.


5. 
   RESOLVE CUSTOMER COMPLAINTS: Negotiate resolution of the complaint within the authority of the position and document the complaint in the appropriate report or quality system form. Arrange for product returns and processing credit memos.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

High school degree or GED is required, with one to three years of telephone sales or customer service experience preferred. 

Knowledge, Skills & Abilities:

• Strong teamwork and interpersonal skills


• Exceptional verbal/written communication skills


• High attention to detail and ability to monitor multiple customers


• Superior customer service and problem-solving skills


• Experience with Microsoft Office (Outlook, Teams, Excel, Word, PP)


• Regular predictable attendance is required for the ability complete work.


• Requires face-to-face interaction with team members, peers and management to complete work and provide support.


• May be required to work beyond 40 hours per week (overtime) due to business demand

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is frequently required to stand; walk and sit.  The employee is occasionally required to reach with hands and arms.  The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Sales/Marketing

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