Job Description

GIW Industries

Customer Service Representative II

GIW INDUSTRIES, INC.

Job Title: Customer Service Representative I

Department: Sales

Reports to: Customer Service Manager

Location: Grovetown, GA

Shift: 1 st

FLSA status: Salary non-exempt

Purpose of Position:

You will consistently contribute to increasing spare parts sales by offering superior Customer Services and serving as a First Point of Contact for Quotes, Orders Processing, and Orders Status needs of the designated Customers. Timely and accurate communication is your objectives to achieve on a daily basis to ensure our Customers are getting the right material as well as information. Besides Quoting and Processing Orders, administrative responsibilities are also the key contributors towards your success in this role.

Duties and Responsibilities:

Parts Quotations

• Respond to Requests for Quotations (RFQs) from customers in a timely manner;
• Quotations include, but not limited to Recommending Parts, Pricing, Lead Time / Delivery Schedule,
• and Terms & Conditions, ;
• Ensure Quotes are accurately processed and distributed to appropriate parties in a timely manner;
• Initiate Part Numbers, Pricing, and Customer details addition to the Systems, when required;

Parts Orders

• Receive and validate Customer POs for completeness and accuracy, including but not limited to quoted/contractual Part Numbers, Description, Price, Delivery Schedule components;
• Help Customers reconcile their POs per GIW submitted quotes/contracts, in case of any discrepancies, before processing the Orders;
• Accurately Draft, Issue and Communicate Sales Orders after validating Customer POs;
• Ensure Sales Orders are accurately Processed, Distributed, Documented, and Released to right parties in a timely manner;
• Update the system for all Expedited / Rush orders to ensure timely materials releases;
• Coordination and keep communication open with Warehouse / Materials Management,
• Purchasing, Operations, Marketing, Engineering, and the Customers to ensure delivery requirements are met on all processed orders;
• Enforce GIW Terms and Conditions, Including orders Cancellation and Restocking fees;

Administrative

• Release available material in the ERP and Communicate Delivery Orders to W/House Team, on a weekly basis, for further processing (Picking, Packing, and Shipping);
• Maintain processed Order files in true order as per GIW procedures and guidelines;
• Facilitate the investigations of customer issues pertaining to Deliveries, Shipping, and Orders Status, and provide documentation that supports an appropriate resolution;
• Facilitate Accounts Payable by resolving Pricing discrepancies, when required;
• Respond to the ad-hoc Orders Status updates as and when requested by Customers;
• Issue and disseminate Orders status Reports to key stakeholders on a weekly basis;
• Assists Sales / Strategic Account Managers and others as necessary, related to Customer Cross Reference files, Consignment Accounts, and or long-term parts contracts;
• Support and provide backup for teammates as and when required;
• Perform job responsibilities and duties as assigned, within defined time frames by the manager;
• Alert the manager of any and all problems or irregularities within assigned responsibilities.

General

• Maintain familiarity and consistent compliance with GIW policies and procedures;
• Ensure all QHSE principles and recommendations are followed to maintain an organized, safe, and healthy work environment;
• Serve as a First Point of Contact for designated Region / Customers and support all stakeholders including the Customer\'s Representatives, Sales Managers, and other GIW representatives;
• Perform duties in a manner that exhibits accountability, courtesy, timeliness, and professionalism;
• Develop and maintain relationships with customers and associates that add value to GIW\'s services.

Knowledge & Experience:

• Experience in SAP S&D and MM modules experience;
• Strong MS Office (Outlook, Excel, Word) and Adobe Acrobat (Read, Write, and Edit) skills;
• Strong knowledge of Supply Chain principles, practices, and procedures including Incoterms;
• Ability to prioritize work and meet deadlines on daily basis;
• Excellent verbal & written Communication Skills;
• Must be multi-task oriented, dependable, ethical, responsive, and able to manage stress and adapt to change within a fast-paced environment.
• Ability to make decisions, perform without supervision and work well in a team environment;
• Customer-oriented and problem-solving approach;
• Must be able to effectively communicate in English, spoken and written.

Education :

• Minimum 5 years of supporting customers and sales channels for a global company as Inside Customer Service/ Sales in Industrial.
• Bilingual in Spanish highly desirable

Physical Requirements:

• Primarily desk-type duty

Travel Requirements:

• This position will not require routine travel

GIW Industries, Inc. (A KSB Company) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. GIW Industries, Inc. (A KSB Company) makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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GIW Industries