CUSTOMER SERVICE REP

Overview:

The primary focus of the Customer Service Representative (CSR) is to provide quality service to our customers in a courteous and helpful manner. The CSR will effectively communicate with a diverse customer base via phone and email. The CSR responds to inquiries, places orders, problem solves, communicates product and order information, and performs related duties as required. This role is the primary point of contact for internal and external customers and handles requests such as order placement and tracking, product and lead time information, quotations, and sample and literature requests.   

Essential Job Functions and Responsibilities:

• Provides superior customer service through effectively responding to all inbound customer calls and emails using Zendesk and Micorsoft Outlook
• Completes order processing and pricing functions using Microsoft Dynamics ERP system
• Communicates product information, availability, pricing, and lead time information
• Provides outbound communication as necessary to resolve and follow-up on requests
• Utilizes all available tools to accurately carry-out day-to-day tasks and responsibilities
• Accurately obtains custom shipment or expedited freight requests, notate and set-up orders as appropriate in ERP system, and coordinate successful completion of the shipment with the Operations team
• Creates and maintains additional information in ERP and CRM systems, including order details, product specific feedback, address information, billing information, and contact preferences
• Responsible for achieving all goals and metrics as assigned
• Participation in special projects or tasks as assigned
• Assists/backs-up peers

Experience and Skills:

• Basic to intermediate knowledge of MS Office, including Excel, Word, and Outlook
• Ability to communicate effectively and professionally, both verbally and in writing
• Capability to answer incoming phone calls and email for the majority of each day
• Ability and desire to multi-task and quickly reset priorities as dictated by workflow, excellent organization skills
• Potential to quickly gain a basic understanding of products and product applications
• Ability to continuously be accurate and precise throughout an entire workday
• Excellent interpersonal skills, maintenance of a positive and enthusiastic attitude throughout each workday
• Ability to quickly and thoroughly respond to customer inquiries
• Must be self-motivated and display initiative, integrity, and professionalism

Qualifications:

• Two years’ customer service experience is required, preferably in a business to business capacity or with a manufacturer
• High School diploma or equivalent required, college degree preferred
• Experience in Architectural design or construction is a plus

Physical Requirements:

• Sit for long periods of time
• Use their hands to handle, control, or feel objects, or controls
• Repeat the same movements
• May need to enter warehouse from time to time to obtain information

Salary : $21 - $28