Customer Service Representative

Position Purpose

Roland DGA is a forward-thinking, digital imaging technology company with an exceptional culture and a focus on delivering world-class customer service. The Customer Service Representative supports all pre- and post-sale processes to help Roland DGA, and our customers achieve our goals. The ideal candidate must be highly motivated, detail-oriented, and able to provide exceptional customer service. This is a perfect role for someone who is looking to grow and take on new challenges, has a customer first-attitude, strong work ethic and high level of professionalism.

The Roland DGA Family

Roland DGA Corporation serves North and South America as the sales, marketing, distribution and service arm for Roland DG Corporation of Hamamatsu, Japan. Roland DG is a worldwide leader in wide-format inkjet printers for the sign, textile, and personalization markets; engravers for awards, giftware, signage and direct part marking; and desktop 3D printers and milling machines for the dental CAD/CAM, product prototyping and medical industries.

Roland DGA is an eleven-time winner of the Top Workplace Award in Orange County. We prioritize our positive culture and a creative, team-oriented environment, and offer an attractive benefits package including continuing education and 401k matching. If you are goal oriented and driven to grow both personally and professionally, then this is the company for you.

Job Description

Under the direction of the Customer Service Supervisor, the Customer Service Representative will support Roland DGA Customers, Regional Sales Managers, and prospects by generating sales orders, building, and maintaining positive relationships and providing support throughout the sales process. We are looking for a passionate and committed individual to deliver an exceptional customer experience that sets Roland DGA apart from the competition. This hybrid position requires three days per week in our Irvine office. Your manager will determine in-office days, which may be adjusted based on business needs.

Essential Functions and Responsibilities

• Handle inbound and outbound customer inquiries: Respond to customer inquiries via phone, chat, and email promptly and professionally. Ensure that all customer questions are resolved to the customer's satisfaction.
• Process sales orders: Accurately process sales orders based on inventory levels and scheduled receivables. Manage backorders and product allocation process.
• Handle requests for returns or sales adjustments promptly and efficiently, with assistance as needed.
• Foster relationships and trust with our customers and peers through transparent and engaging communication.               
• Maintains records of customer accounts and customer contact interactions, utilizing the Customer Relationship Management (CRM) application and other company support systems.
• Onboard and train new team members.
• Provide operator coverage as needed.
• Understand company sales compliance standards and apply that knowledge to all aspects of your work.
• Become knowledgeable about all available company resources and support so that customers can always receive the best possible customer service.
• Perform any other duties as directed by Supervisors and Managers to contribute to the overall success of the department and company.

Performance Measurements

• Customer Focus:
  • Timely and accurate entering of customer purchase orders (daily).
  • Timely and accurate processing of back orders, adjustments, and returns (daily).
  • Maintain an order entry accuracy level of 96% or better.
  • Maintain a “calls answered” rate 96% or better.
  • Assume 100% ownership of all customer inquiries and necessarily follow up.
• Teamwork:
  • Share common tasks to accomplish departmental goals & objectives.
  • Cooperate with other departments to achieve company goals & objectives.
• Problem Solving, Analytical Skills, and Judgment:
  • Identify discrepancies and errors prior to releasing orders.
  • Display creativity and resourcefulness in solving customer problems.
• Attendance & Punctuality: Meet company & department policies & guidelines.
• Dependability: Complete daily, weekly, monthly, and/or special tasks in a timely manner.
• Commitment to Quality: Accuracy, timeliness, strong product knowledge, and good documentation abilities.
• Peer Comments: Peer comments on annual review used as indicator of performance.
• Ethical Conduct: Represent the company in an ethical manner.
• Other performance measurements as set by the Supervisor and/or Manager.

Qualifications

• One year of experience in a customer service or sales support role.
• AA Degree + Preferred.
• Proficiency in Microsoft Office required.
• Excellent written and verbal communication skills.
• Strong planning and organization skills.
• Positive team player - Interacts and maintains good relationships with all other Roland DGA departments and personnel.

Pay Range: 

$45,000 - $52,000

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Talking:

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Average Hearing:

Able to hear average or normal conversations and receive ordinary information.

Repetitive Motions:

Movements frequently and regularly require using the wrists, hands, and/or fingers.

Average Visual Abilities:       

Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical Strength:    Active work; standing and moving most of the time.  Exerts up to 70 lbs. of force occasionally.  (Almost all office jobs.)

WORKING CONDITIONS

None:  No hazardous or significantly unpleasant conditions. (Such as in a typical office.) Climate conditions can vary for warehouse work in the Summer and Winter 

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability:

Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.

Able to interpret a variety of technical instructions and can deal with multiple variables.

Mathematics Ability:              

Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage.

Able to perform very simple algebra.

Language Ability:

Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. 

Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.

Ability to conduct training, communicate at panel discussions and to make professional presentations.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.  They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system. 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate. 

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.