Technical Customer Service Representative

Posting ID : A1068479410
Date Posted : 2015-08-18
Category : Customer Service

This position is for Ripley Tools, LLC.

Ripley is the leading global manufacturer of wire and cable preparation tools, serving lineman, technicians and installers for over 30 years. Ripley's full product line of high quality wire and cable preparation tools and accessories for the Transmission & Distribution, CATV, Electrical and Telecommunications industries is distinguished by three brands: Miller, Utility Tool and Cablematic.

Ripley is headquartered in Cromwell, CT with offices in the UK and China. Ripley sells its products targeting the end user contractor through a worldwide network of distributors, focusing on quality and providing global solutions.

POSITION SUMMARY: The position is involved with supporting both internal and external customers. Daily interaction with customers to include: distributors, OEM accounts and international accounts. CSR may also have to work with external sales reps as required. General skills and responsibilities will include the points below. Additionally, CSR may be asked to concentrate in a specific product line, or be a generalist. Product line cross training is an objective and specific CSR duties may be altered from time to time to accomplish this.


Support division in achieving sales goals.
Act as a support vehicle for sales personnel.
Initiate and respond to telephone calls in regards to expediting orders, providing price quotations, providing lead time information.
Order entry; daily input of customer orders as they come in via fax, e-mail, telephone or mail. Provide order acknowledgements to customer base.
Telephone contact with our external customer base to enter orders, expedite orders, check outstanding order status, etc. for customer inquiries.
Position must deal calmly and professionally at all times with customers. Identifies delivery problems and proactively consults with proper company personnel, and then provides the best resolution for our customers.
Maintains skill and knowledge on company order entry methods (currently Visual Manufacturing).
Learns all product lines to the degree required to competently interact with both internal and external customers, recognizing primary responsibility may be directed toward one product line.
Establishes and maintains professional business relationships with Sales persons & Managers, Accounting, Shipping, Manufacturing and Applications to assure proper expediting and order processing.
Participates in training as required to keep up to date on new products including functions, pricing, availability, etc.
Maintain electronic customer base. Responsible for keeping all contact info current.
Performs other tasks as assigned by Management

Associates Degree preferred.
Ability to work in a team environment and independently.
Good interpersonal skills: both written and verbal.
Courteous, clear, and professional phone manner in dealing with Company's customer base.
Professional interaction with many in-house personnel required
Computer experience: Windows, MS Word, Excel. Data entry capability.
Prior Customer Service experience is a pre-requisite.
The ideal candidate will have a minimum of 5-8 years experience working in a customer service role within a manufacturing environment.
Working knowledge of 'Visual Manufacturing Software" a definite plus.

This position requires an employment agreement.
This position does not require personal protective equipment unless on the shop floor where all are required to wear Safety Glasses.
This position/job description is for reference and guidance only and is subject to change at anytime.

Note: An individual with a disability will be considered qualified for any position which the person can perform the essential function of the position with or without reasonable accommodation. All essential functions incorporated in this description may be subject to reasonable accommodation.

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