Customer Focus Department Representative

Summary: Under the direction of the Customer Focus Department Manager, this individual’s central responsibility is to ensure the timely and accurate distribution of vendor literature to our internal and external customers, while controlling literature inventory levels in accordance with company policies and procedures.  Secondarily, responsibilities include administering the company’s uniform policy, dealer display programs and invoicing for customer training.  Serve as back up receptionist on occasion.  As change is ongoing within the organization, other duties will be assigned.

 Essential Duties and Responsibilities include the following

·        Order literature as needed to ensure adequate levels of literature to meet customer needs.

·        Receive, unpack, and file literature orders.

·        Prepare new folders and space for new literature as needed.

·        Maintain the active list of American Standard and Trane literature.

·        Conduct physical inventory of literature (annual basis).

·        Discard obsolete literature materials.

·        Accurately process & pack literature orders from internal & external customers on a timely basis.

·        Invoice customers for billable literature.

·        Process vendor literature claims.

·        Literature specialty items:

·        Coordinate literature, banners, etc., for show rooms, home/trade shows and dealer meetings (items that are billed to contractors)

·        Order apparel for customers from Corporate Express

·        Order store signs, yard signs, and truck decals for equipment dealers

·        Maintain and track audio-visual materials:

·        Make sure branches have what they need when they need it.

·        Ship to and bill dealers for training videos.

·        Update list for audio-video library.

Qualification Requirements:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Enthusiasm, initiative and teamwork are important attributes for this individual.  The requirements listed above represent the knowledge, skills and abilities required.

Education and/or Experience:  Requires education equivalent to four years of high school and twelve months customer service experience.

Other Skills and Abilities:

-         Knowledge and experience with Microsoft Excel and Word.

-         Exceptional attention to details.

-         Ability to demonstrate solid organizational and prioritization skills.

-         Ability to lift medium weight boxes as a routine part of the position (can be up to 50#).

-         Knowledge of AS400 mainframe system helpful, but not required