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Customer Service Rep

Posted: 21 Apr 2021 Closes: 21 May 2021
Fort Worth, Texas, United States Competitive
Permanent & Full-time ALL_01RKL

About Allied Electronics & Automation

Allied Electronics & Automation is a high service level, authorized distributor of industrial automation, interconnect, cabling, and electromechanical products. We are part of the $1.7 billion global distributor, Electrocomponents, serving as Allied Electronics & Automation in the Americas and RS Components around the rest of the world.

Our global footprint and world-class logistics allow us to give customers the products they need, when they need them.

We pride ourselves on the great working environment that we've created at Allied, where our employees can make a difference in the lives our customers, we can move fast, experiment when needed, can operate with autonomy and where everyone is focused on doing the right thing for the customer.

Primary Function:

The Customer Service Representative's core responsibility is to provide exceptional service for

customers through facilitating orders and resolving issues, in a manner that continues the strong

customer experience focus at Allied. The focus of the team is to add value, remove complexity in the

process and ultimately free up time, enabling our Sales teams to develop and grow accounts.

Responsibilities

As a Customer experience role model:

- Championing a service excellence belief, striving to make work easy for our customers. Both

internally and externally.

- Ensuring orders are captured in line with our promise and to the highest quality standards

- Resolving customer issues: both in the moment and working cross-functionally to close the loop and

fix issues at root cause: through direct work or coordinating activity with other departments -

regarding product issues, shipping problems, payment issues, and more

As a Digital advocate:

- Becoming experts in navigating our websites, understanding and promoting our value add services

- Providing help and support to customers in their online journeys: providing assistance in finding

products, understanding functionality and educating on the benefits of our digital services

Acting Commercially:

- Providing quote information to customers based on system data (not independent judgment).

- Pre-qualify customers and identifying leads for further growth potential

- Providing backup support for customer calls from Sales offices

Tasks include
  • Answering incoming customer inquiries, entering orders and quotes with accuracy, routing emails and
  • calls as appropriate
  • Proactively making outbound calls to customers as required
  • Providing online support and assistance for customers
  • Building a good understanding of our product offering
  • Committing to quality and the use and interpretation of data/reports as required in the role
, Essential Qualifications, Knowledge, Abilities and Skills
  • Excellent Customer Service skills - able to demonstrate an inbuilt passion for helping customers
  • Experience of working cross-functionally and collaborating effectively with colleagues to get things done
  • Strong written/verbal communication skills
  • High attention to detail
  • Highly organized and able to multi-task and prioritize own workloads
  • Helpful: AS9120, product knowledge
Education and/or Experience

High school diploma or general education degree (GED) and one-two years related experience and/or

training; or equivalent combination of education and experience. Preferred college education.

LANGUAGE SKILLS

Ability to read and comprehend instructions, verbal and written correspondence, and respond

effectively in the same channels. Ability to effectively present information in one-on-one and small

group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Requires basic mathematical skills (addition, subtraction, multiplication and division.

COMPUTER SKILLS

Work requires using computer skills at an intermediate level. This includes the use of Microsoft

applications - word, excel and outlook as well as typing and nine-key skills.

AUTHORITY

Some degree of authority and autonomy. Work monitored daily, work requires planning the activities

related to performing duties specific to your own job.

REASONING ABILITY

Ability to interpret and follow general procedures. Uses data and information from various sources to

draw conclusions and in order to achieve established goals and end results. Conclusion usually apparent

from information gathered.

DECISION-MAKING IMPACT

Empowered to use discretion on resolving customer's issues to ensure a positive customer experience.

Decisions affect a limited number of areas listed. At this level, decisions involving scope, scheduling, and

cost of company business referred to higher levels of supervision.

INTERNAL CONTACTS

Work regularly requires interaction with other departments, frequently sales, and managers outside

work unit to resolve mutual problems and to collaborate on work while ensuring internal satisfaction

and service is maintained.

EXTERNAL CONTACTS

Work regularly requires external contact with Allied customers to resolve problems or to provide and

receive information. Some interpretation of policies is required. Tact and discretion are appreciably

important in performing job duties.

CHARACTER OF SUPERVISION

Role has no responsibility or authority for the directions of others.

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 role, the employee is regularly required to use hands and fingers for

typing and data entry. The employee frequently is required to sit, stand, walk, reach with hands and

arms, and talk and hear. Specific vision abilities required by this job include close vision, depth

perception, and ability to adjust focus.

The role also requires wearing headphones.

ENVIRONMENTAL CONDITIONS

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. Typical work is in climate

controlled environment requiring regular use of computer and electronic equipment.

Equal Employment Opportunity

Allied is an equal opportunity employer and maintains policies and practices that are designed to prevent and prohibit unlawful discrimination against any qualified employee or applicant on the basis of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, military/veteran status, disability, genetic information, citizenship status, or any other unlawful classification to the extent protected by law. This policy of nondiscrimination applies to all employment practices, including hiring, compensation, benefits, promotion, training and termination. Employees who engage in unlawful discrimination will be subject to disciplinary action, up to and including termination.

Allied Electronics & Automation

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