Customer Service Representative
Job description
At Greenbrier, we do the hard work that matters. The Greenbrier Companies (NYSE: GBX) is a leading designer, manufacturer and supplier of freight rail and marine transportation equipment and services, powering the movement of products around the world. Greenbrier's heritage of hard work and industrial innovation is celebrated at every level of our organization.
SUMMARY
The customer service representative will communicate one-on-one via phone and email with all customers to ensure full understanding of the product and its use; to verify accuracy of all part numbers, and troubleshoot the issues required for placement and expediting orders.
Duties and Responsibilities
- The essential duties and responsibilities are listed below. Other duties may be assigned.
- Successfully manages and assures appropriateness of the order management process including discovering customer needs, articulating and creating an effective customer response, handling objections, providing customer solutions with delivery, product opportunities based upon customer needs.
- Informs customer of unit prices, shipping date, anticipated delays, and any additional information needed by customer.
- Responds to customer and reseller requests for assistance.
- Meets scheduled on-time reporting requirements.
- Maintains a professional and courteous attitude with internal and external customer regardless of customer response.
- Types purchase orders and when needed, invoices, to determine total cost for customer.
- Applies strong communication skills: Effectively listens, probes situations, analyzes needs, recommends or resolves issues.
- Demonstrates empathy to customer complaints and applies soft skills to diffuse angry customers.
- Sets appropriate expectations.
QUALIFICATIONS
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The individual will possess the following knowledge, characteristics, skills and/or abilities:
- Self-motivated and able to influence others positively in order to exceed business & customer goals.
- Demonstrated multi-tasking abilities.
- Keyboarding skills at a minimum of 35 wpm.
- Ability to adjust to changing practices and procedures.
- Ability to conduct business with minimal supervision.
- Demonstrated ability to communicate effectively with customers in resolving service support issues.
- Verbal Integrity: honest and realistic communication of deliverables and timeframes.
- Consistently applies Greenbrier policies and procedures guidelines. Understands and operates within the guidelines given.
- Consistently delivers best-in-class total customer experience.
- Assures effective and efficient procedures for getting the work done.
- Eliminates inefficiencies and roadblocks.
- Positions products and solutions appropriately to targeted customer segments
- Actively pursues self-learning and self-development
- Effective problem resolution: knows when to use the tools necessary for customer satisfaction.
- Ability to utilize the available time to organize and complete work within given deadlines and to complete assigned tasks under stressful situations.
- Ability to work successfully with a variety of people without making judgments.
- Ability to effectively utilize Microsoft Office applications to support functions.
- High School Diploma or GED
- Prefer up to two years related work experience and trade apprenticeship training including.
PHYSICAL DEMANDS
- Indoors
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