Customer Service Representative Jr.

La Mirada, California, United States | Customer Service | Full-time


Makita is a worldwide leader in the professional power tool industry. Over the past 100 years we've built a reputation for using the finest raw materials, the most advanced manufacturing equipment, and the most rigorous quality testing in the industry. Headquartered in La Mirada, CA, Makita U.S.A, with offices in Chicago, Illinois, Wilmer, Texas and Buford, Georgia, has been bringing Makita's best-in-class engineering advantage to professional power tool users in America since 1970.

Makita U.S.A., Inc., distributes tool products and accessories to the US Market from strategically located distribution centers located throughout the USA and is headquartered in La Mirada, CA. The position of Customer Service Rep is in the La Mirada, CA office. This role is a part of the regional operations team who is chartered to assist in the following areas: a) Interacting directly with customers and staff, b) Leading in upholding the Makita philosophy in providing exceptional customer service, c) Assist in driving contemporary operations management principles. Driven by a new leadership team at Makita USA, the team is visionary, focused on growth, and advocates contemporary operations management philosophies. This operations role will assist in developing and deploying new strategies and be an integral part of the building of the new operations management team.
The role of Customer Service Rep Jr. will assist in being responsible for the regional customer service functions of Makita Power Tools with the objective that these products be delivered on time, to the proper destination, in the quantity ordered, and with the agreed upon quality standards to be consistent with the expectations of the company and our customers. The operations team is to meet customer expectations while managing costs.

• Reports to the Customer Service Manager
• Ensuring superior customer service is delivered at all times to all customers both external and internal.
• Must have 2-3 years of customer service experience. Position will start as a temporary (40 hrs) role and will move to a position with benefits (vacation, 401K, personal time, etc.).
• Person must be able to keep up with the daily KPIs set forth for the department (orders, returns credits, coop claims, etc.).
• This role will expose key individual to most business principles (Supply Chain, Customer Relations Management (CRM), Accounting, International Business and Inside Sales).
• Must be able to work on a computer for 8 hours a day while answering phones calls from a phone queue.
• Basic to intermediate understanding of Microsoft systems (Excel, Outlook, Access, Word, etc.).
• Will be trained to create / review various reports in order to improve the management of our customers both internal and external.
• Will be cross-trained on various facets of the Admin Team (mailing/sorting of invoices, mail machine operations, reception coverage, office supplies ordering, conference calls/ meeting arrangements, etc…)
• This position requires the ability to execute data entry of sales orders, coop claims, returns credits from customers both internal and external. This position also requires the customer service rep to execute a great deal of follow up with the customers and sales reps.
• Position will also require the individual to work on special projects with other departments, such as Marketing, Accounting and Sales.
• Experience operating in an EDI environment is a plus, as well as experience having worked on e-commerce projects.
• Ensure that all transactions that affect the branch inventory and accounts receivable are processed accurately
• Will be required to be proficient in managing accounts, customers, processes and systems.
• Work with other departments on sales, marketing and supply chain initiatives
• Authorize and ensure validity of customer Returns, Coop Claims, Credits, Check requests and Purchase Orders
• Experience with JDA and/or other customer planning systems a plus.
• Proactively accepts additional duties and/or responsibilities as directed by management.

• College Degree is a plus. High School diploma is required
• Must be able to multi-task and have strong problem-solving and analytical skills coupled with the ability to think on your feet.
• Must have a demonstrated record of team development and leadership.
• Must have a keen eye for detail, a commitment to accuracy and possess exceptional organizational skills.
• Must have a strong work ethic.
• A positive attitude, a friendly personality and a passion for working with people. Outstanding communication skills. Individual must be diplomatic, patient, and a good listener.
• The ability to work in high-pressure situations in a deadline-driven environment.
• Strong computer skills, including the ability to master new systems and to enter data quickly and accurately.
• Microsoft Outlook, Excel and Word experience is required.
• Bilingual in Spanish (written and verbal) is a plus.

• This position requires individual to sit for intermittent periods of time. May require light lifting, bending, stooping or reaching.
• May be subjected to working overtime as required.



The Company is an equal opportunity employer and makes employment decisions on the basis of merit. Company policy prohibits discrimination based on race, color, creed, sex, religion, marital status, age, gender, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, veteran status, military service, pregnancy, childbirth or related medical condition, genetic information, medical (including genetic characteristics or cancer diagnosis), actual or perceived sexual orientation, or any consideration protected by federal, state or local laws. All such discrimination is prohibited. Additionally, the Company will provide registered domestic partners with all rights and benefits as required by Law. The Genetic Information Nondiscrimination Act of 2008 (GINA) prohibits employers from requesting or requiring genetic information of an individual or family member of the individual. The Company is committed to complying with all applicable laws providing equal employment opportunities.