Job Category:

Customer Service & Contact Center Operations

Schedule:

Full time

Job Description:

Rite-Hite is the global leader in the manufacture, sale, service and installation of loading dock equipment, vehicle restraints, high speed doors, high volume, low speed fans and much more – all design to improve industrial safety, security, productivity, design, environmental control, and energy consumption. Due to extensive growth, Rite-Hite has an opening for a Customer Service Representative at our new headquarters in Milwaukee’s Fifth Ward. The full job description and experience requirements are listed below. We provide a competitive base salary, bonus, full comprehensive benefits, 401K + match, profit sharing, on-site gym, free lunch and secure parking. Other details of the package will be disclosed throughout the interviewing process. Please apply via Rite-Hite’s career website. If you are selected for an initial interview, you will receive a message from Rite-Hite’s “in-house” talent acquisition team. The CSR is responsible for ensuring customer satisfaction by timely and accurate processing of all equipment and parts orders submitted to the Rite-Hite Company by the Independent Representatives and Arbon Equipment. This position is also responsible for order data integrity, including verification and application of strategic account pricing when applicable, prior to invoicing orders. Other duties that may be assigned are listed below.

The incumbent is responsible for processing all orders submitted to Rite-Hite by the incumbent's assigned sales representatives.  "Processing" an order consists of the following:

Manage Electronic Order Workbench in a timely manner, ensuring all error status jobs are corrected and re-processed, ensuring the order is created in Enterprise One. This involves working with the representative administration team or with the salesperson directly to rectify issues.

Application of strategic pricing after review of required approvals.

Manage strategic account pricing to be certain appropriate discounts are applied, per strategic account matrices.

Escalate customer shipment requirements, when necessary, to the appropriate department or manufacturing company to assist in meeting customer requirements for shipment dates.

Support the salesforce and representative administrative teams in troubleshooting and answering questions in regard to the order process.

Manage change orders as requested by the Independent Representatives.

Manage the daily integrity reports and work with the Arbon or Ind Rep administration team members to make appropriate corrections.

Generate post order invoicing adjustments in a timely manner.  This includes adjustment requests related to commission splits, pricing, cost, tax and warranty.

Manage trial unit process to ensure all completed trail units are credited and rebilled appropriately.

For contract billings, review and accurately apply pricing to ensure order exactly matches contract amount prior to invoicing.

Support Arbon districts as needed with order and process related issues, up to and including post order adjustments.

Review of Sales Order totals prior to invoicing, to assure dollars are in agreement with purchasing documentation.

Direct entry of all assigned orders when necessary.

PRINCIPAL ACCOUNTABILITIES

Maintain a favorable relationship with the Independent and Arbon Representatives through accurate and timely order processing.

Achieve timely and accurate processing of order adjustments within the required time frame.

Aid in the improvement of the statistical and accounting reporting base of the company through accurate and timely review and application of strategic and global account pricing.

Review and rectify order data issues identified on daily integrity reports.

Effective troubleshooting and support for the field, with order process, from quote to order to invoicing.

EDUCATION, EXPERIENCE & SKILL REQUIREMENTS:

Bachelor's degree from a four year college or university; or 2-4 years related experience and/or training; or equivalent combination of education and experience.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

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, employee is frequently required to stand, walk, sit, and talk or hear.  The employee is occasionally required to use hands to finger, handle, or feel and reach with hands or arms.  The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision and ability to adjust focus.

WORK ENVIRONMENT 

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.

The environment will be within an office setting.  No exposure to extreme environmental characteristics is required.  The noise level will be moderate (i.e. business office with computers and printers, light traffic).

Addition Job Information

N/A

Company Description:

Rite-Hite is the global leader in the manufacture and distribution of industrial loading dock and door equipment.  Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff.  We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity.

We Offer:

Rite-Hite provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package.

Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.