DIVISION: Allura USA

POSITION TITLE: Customer Service Rep

LOCATION: Houston Office

GENERAL FUNCTION

Assist sales team with managing customer’s orders to satisfy plant requirements and customer needs.

ESSENTIAL FUNCTIONS:

• This position is responsible for processing customer product / sample orders via telephone and fax. Duties include load slot assignment, computerized order entry, vendor managed inventory maintenance, invoicing, problem solving, and follow through on customer needs.
• Interaction with plant manufacturing and office personnel, as well as with salespeople and corporate personnel.
• Communicating with customers, making outbound calls to potential customers, and following up on leads.
• Understanding customers' needs and identifying sales opportunities.
• Answering potential customers' questions and sending additional information per email.
• Keeping up with product and service information and updates.
• Creating and maintaining a database of current and potential customers.
• Explaining and demonstrating features of products and services.
• Staying informed about competing products and services.
• Upselling products and services.
• Researching and qualifying new leads.
• Closing sales and achieving sales targets.
• Communicating with warehouse manager, Customer Service, and Traffic teams in order to provide the customer with updates
• Occasional traveling to meet with Product Managers
• Provide CS occasional assistance with order entry

DUTIES/RESPONSIBILITIES

% of Time Duties/Responsibilities

30%

Computer Entry/Maintenance

20%

Problem Solving/Customer Service

30%

Telephone/customer contact

20%

Misc. project/paperwork/filing/support activities

KNOWLEDGE

• High school diploma or equivalent; college degree preferred
• Minimum of 3-5 years’ experience in a customer service or related position
• Strong computer skills required
• Proven customer support experience
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiar with ERP System – SAP Preferred
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Proactive, results-oriented, and able to work both independently and within a team environment.
• Ability to multi-task, prioritize and manage time effectively

COMMENTS

• Must have excellent written/verbal skills as well as analytical and problem-solving skills
• Must have a positive attitude and project that to the customer, sales support, and staff
• Must be capable of understanding and conveying basic product information
• Must participate in safety committees and activities
• Must work safely wearing all required PPE
• Possible occasional travel in the field
• Accounting or Administrative experience would be helpful