Summary:
The primary function of this position is to assist customers via multiple means of communication with any service issues presented. The Customer Service Representative will interact with multiple departments and co-workers from other locations. The CSR is an integral part of the customer’s experience with the company.
Essential Duties:

Assist customers with quotes, orders, delivery, troubleshooting any issues and any other general customer concerns.
Maintain a professional attitude and relationship with every customer and build a positive rapport with callers.
Enter quotes and orders into the system in a timely and accurate manner.
Calculate and enter fabrication changes as needed to order.
Request quotes and order from vendors as needed.
File orders, and other office paperwork in a timely and accurate manner.
Process warranties and documentation in accordance with company policy.
Champion an overall culture of teamwork and cooperation between locations and departments.
Provide assistance to internal and external customers with a can-do attitude.
Demonstrate and uphold Midland Values: Service, Quality, and Integrity.

Marginal Duties:

Assist in Production areas as requested.
Other duties and responsibilities as assigned by Management.

Competencies Required:

Professional and courteous demeanor on and off the phone
Ability to create and maintain relationships
High level of attention to detail organization and follow up
Excellent time management skills
Ability to multi-task
Ability to perform basic math skills: addition, subtraction, multiplication and division of whole numbers, fractions and decimals
Sound judgment, decision making and problem-solving skills in all situations
Strong customer focus for both internal and external customer
Have prompt and reliable attendance

Supervisory Responsibilities:
This position does not have any supervisory responsibilities.
Education and Experience:
High School or GED required, and 1 year experience in a manufacturing environment preferred or an equivalent combination of education and experience to successfully to perform the essential responsibilities and duties as listed above.
Equipment/Software used:

Microsoft Office Suite
ERP
General Office Equipment
Multiple Line Phone System
AS400 (Green Screen)

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 a qualified individual with disabilities to perform the essential functions of the position as required by state and federal law.

Physical Demands-Indicate Frequency

Lift/Carry- Indicate frequency

Stand	O
Walk	O
Sit	C
Handling / Fingering	C
Reach Outward	C
Reach Above Shoulder	N
Climb	N
Crawl	N
Squat or Kneel	N
Bend	N

10 lbs or less	F
11-20 lbs	O
21-50 lbs	O
51-100 lbs	N
Over 100 lbs	N

Push/Pull-Indicate Frequency

12 lbs or less	N
13-25 lbs	N
26-40 lbs	N
41-100 lbs	N

N (Not Applicable)	Activity is not applicable to this position.
O (Occasionally)	Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day)
F (Frequently)	Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)
C (Constantly)	Position requires this activity more than 66% of the time (5.5+ hrs/day)

Other Physical Requirements:
The ability to remain stationary and visually see a screen is required. The ability to hear and communicate verbally is required.

Work Environment:
Work is performed primarily inside an office environment. The noise level in the work environment is usually quiet in office settings and moderate in other situations.
Travel:
This position requires no travel.

Customer Service Representative

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