Customer Service Rep

Job Title: Customer Service Representative Department: 31-Sales

Reports To: Sales Manager FLSA: Non-Exempt

Location: Bement, IL

Pay Range: $ 18.00-$ 23.00

Shift: 7:30am-4:00pm

Job Summary:

The Customer Service Representative?s primary job is to provide assistance and support to customers. Customer Service Representatives will process orders and returns, provide some technical assistance, work with other departments, and maintain records.

Essential Duties and Responsibilities:

• Communicate with the customers/vendors by phone, fax, mail, e-mail, or in person.
• Answer incoming calls in a professional manner
• Answer questions from vendors/customers or designate the proper person for technical questions and applications, and cross reference of filters.
• Perform quotes
• Order entry quickly and accurately with the ability to complete proper forms and determine lead times as needed.
• Cross reference price sheets and catalogs accurately.
• Inform customers of unit prices, shipping dates, anticipated delays, and any additional information needed for the customer.
• Check and track the status of orders and expedite orders
• Authorize returns and correct orders
• Check all lines of communication (e-mail, phone, fax, etc.) to ensure all customer questions or problems are answered promptly and accurately.
• Adjust complaints concerning billing or products, referring complaints of product failures to designated departments for investigation.
• Accuracy level of implementing orders into the system is at a 98%
• The speed of implementing orders into the system should be at or above 50%
• Assist the sales team with lead generation, cold calling and prospecting potential clients
• Maintain and update the customer databases (CRM) with accurate information
• Conduct market research to identify trends and potential sales opportunities

Education and Skills:

• Ability to listen and communicate effectively
• Exceptional attention to detail
• Ability to resolve a conflict and make clear and precise decisions
• Excellent organizational skills and efficiency
• Ability to have a customer-oriented attitude and be empathetic
• Basic computer skills preferred
• Microsoft Office Proficient including Power Point, Excel, and Teams
• CRM experience preferred
• H.S Diploma/GED

Travel Required:

• None

Supervisory Responsibilities:

• None