Customer Service Representative

Founded in 1995, National Products began supplying the world with our industry leading RAM Mounting Systems. Relied on by the world’s most rugged industries, we serve motorcycle riders, kayak fishermen, police, farmers, pilots, extreme sports enthusiasts and others with mounting solutions for high vibration environments. We manufacture mounts for action cameras, tablets, phones, and other displays across nearly every mobile market. Made in the USA, we are proud to offer a lifetime warranty on most products.

Job Summary

Customer Service Representatives are responsible for maintaining a professional and friendly attitude while diagnosing and troubleshooting customer issues, with an emphasis on taking care of problems before they arise. They will collect all necessary information from customers, resolve their issues, follow up with them as needed, and deliver actionable data to internal teams to support proactively improving the customer experience from start to finish.

Duties and Responsibilities

• Interacts directly and courteously with customers, primarily by telephone or email.
• Directs unresolved issues to the appropriate resource for resolution.
• Records details of actions taken into the ERP and CRM systems as applicable.
• Analyzes transactions and corrects errors to ensure accuracy of customer records.
• Research customer records to track order status and fulfillment.
• Develops thorough knowledge of product line, pricing, estimated delivery times, drop-ship procedures, marketing promotions, and associated information.
• Provides price quotations, receives orders, arranges for returns, replacements, delivery of samples, and fulfills miscellaneous customer requests.
• Performs associated duties as assigned by supervisor.
• Serves as an internal resource to support Inside and Regional Sales Teams.
• Employs strong people skills to analyze and resolve customer inquiries and problems in accordance with established company guidelines.

Related Experience

• Minimum 5 years of experience working with customers to evaluate their needs.
• Must have track record of reliability and follow through with great communication skills.
• Experienced with MS Office Suite, MS Outlook, and customer order entry.

Education

• High school education required
• Associate degree preferred

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 often required to perform the following activities:

• Reaching. Extending hands and arms in any direction.
• Standing. Ability to stand when needed to complete tasks.
• Sitting. Sitting at desk for sustained periods of time.
• Using Fingers. Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand.
• Grasping. Applying pressure to an object with the fingers and palm.
• Feeling. Perceiving attributes of objects, such as size, shape, or texture by touching with skin, particularly that of fingertips.
• Pushing. Using upper extremities to press against something with steady force to thrust forward, downward or outward up to 15 pounds.
• Lifting. Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occasionally the employee must lift and/or move up to 15 pounds.
• Pulling. Using upper extremities to exert force to draw haul or tug objects in a sustained motion up to 15 pounds.
• Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Seeing. Specific vision abilities required by this job include close vision and the ability to adjust focus Depth Perception: ability to judge distance and space relationships. Field of Vision: ability to see peripherally. Accommodation: ability to adjust vision to bring objects into focus.
• Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Repetitive motion. Substantial movements (motions) of the fingers and hands.

Hourly Rate: 22.00 – 28.00 per hour

Benefits:

• Employer paid Medical, Dental, Vision, and Life Insurance
• Two weeks of PTO (up to 3 weeks with tenure) with seven paid holidays
• 401k with up to 4% employer match
• Additional paid parental leave beyond state/federal offerings
• Quarterly catered lunch events for all employees
• RAM Mounts product discounts

Position Status: Full Time

Position Location: On-Site

A drug screening will also be required (THC or Marijuana not screened during pre-employment test).