Customer Service Representative

Location: Brighton, MI | Department: Sales | Contract type: Permanent, Full-Time

At Tri-County Supply, we take cleaning seriously, serving our clients with Honesty, INTEGRITY, and Dedication since 1992, providing Exceptional Service and Exceptional Supplies.

If you are looking to build a career you can love, we’re ready to help! We’re looking for a person with GRIT to work hard and get the job done.

The successful candidate for the Customer Service Representative position will play a pivotal role in providing exception service to our clients, putting the CUSTOMER FIRST.

In the Customer Service Representative role, you will be the first point of contact for our valued trade professional and business clients.

Your responsibilities will encompass delivering outstanding customer service, sharing your product knowledge, and ensuring smooth and efficient transactions. You'll guide clients through product selection, answer inquiries, and provide expert assistance in their decision-making process.

Your friendly and proactive approach will not only help maintain and strengthen our client relationships but also contribute to the continued success of our business.

The successful candidate will be a TEAM PLAYER, working in cooperation with others for the success of the whole team. They will treat team members with RESPECT and dignity recognizing that everyone has valuable contributions.

If you are enthusiastic, detail-oriented, and thrive in a customer-focused environment, we welcome you to join our team and make a substantial impact in this integral position.

Performance Objectives:

• Provide exceptional customer service and support to all Tri-County Supply customers.
• Accurately input orders received from customers via telephone, email, company website or texting into the order system.
• Assist customers with product information, pricing, and availability.
• Process customer returns and exchanges quickly and efficiently.
• Operate the Tri-County Supply trade counter and provide service to in-person customers.
• Reply to any customer inquiries in a timely and professional manner.
• Resolve customer complaints and concerns with empathy and professionalism.
• Engage with prospective clients via calls and emails to inform them about Tri-County Supply range of products and services, highlighting features and benefits.
• Monitor the “live chat” portal option on the Tri-County Supply website.
• Maintain up to date customer information
• Identify opportunities to offer additional Tri-County Supply products and services via a soft sell approach.
• Act as the “HUB” between the Sales Team and Logistics Team to ensure timely customer service and deliveries.
• Support Sales Team with customer correspondence, preparation of order quotes and responding to email forwards from the sales employees.
• Expedite order communication and follow-up to customers as required.
• Remain updated on the cleaning supply industry’s best practices and emerging trends.
• Comply with all Tri-County Supply policies and procedures.
• Perform any other duties as assigned by Tri-County Supply Management.

Knowledge, Skills, and Competencies

• High school diploma, or equivalent.
• 2 years of experience in customer service or a related field.
• Able to work in a fast-paced environment and effectively multi-task.
• Proficiency in computer applications such as Microsoft Office preferred.
• Accurate keyboarding and spelling skills
• Knowledge of the commercial cleaning industry not required (preferred)
• Excellent verbal, written and interpersonal communication skills.
• Positive attitude and passionate about delivering exceptional customer service.
• Successful candidates must be able to pass a comprehensive background check

Key Performance Indicators (KPI’s)

• Customer Satisfaction
• Customer Response Metrics (calls, emails and orders all responded to and/or actioned within required timeframes).
• Average Handling Time
• Order Accuracy Rate
• Attendance and Punctuality

Job Type: Full-time

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 2 years (Preferred)
• Sales: 2 years (Preferred)

Ability to Commute:

• Brighton, MI 48116 (Required)

Work Location: In person