What are the responsibilities and job description for the Customer Service Representative - Sales and Account Support position at Gerard Daniel?
With over 70 years of experience in wire and wire cloth products, Gerard Daniel Worldwide's sales teams and applications engineers collaborate with our customers to create solutions to their manufacturing and supply chain challenges. Being involved in a wide range of industries, including aerospace, vehicles, clean energy, pharmaceutical, oil, gas, mining, and industrial applications
About the Role
We are expanding our sales organization and seeking a Customer Service Representative who thrives on building relationships, solving problems, and delivering an exceptional customer experience. In this role, you will be the primary point of contact for an assigned customer base—serving as their trusted partner, advocate, and connection to our internal teams. Your work directly influences customer satisfaction, retention, and revenue growth.
What You'll Do
- Respond promptly and professionally to customer inquiries via phone, email, and web requests.
- Build and maintain strong customer relationships through proactive outreach and consistent follow-up.
- Develop rapport with customers to ensure satisfaction, loyalty, and repeat business.
- Prepare accurate and timely quotes by analyzing historical data, pricing, inventory, and market trends.
- Convert inquiries and quotes into sales orders by providing relevant information, recommending alternatives, and promoting value-added services.
- Collaborate with Business Development and Management to ensure seamless communication and customer alignment.
- Manage all aspects of territory support, including processing customer quotes, orders, returns, and complaint resolution.
- Maintain accurate customer records and profiles in the order entry system.
- Identify new business opportunities within the assigned territory.
- Coordinate with the production team to expedite shipments and manage lead times.
- Communicate delivery updates and timelines to customers clearly and promptly.
- Investigate and resolve product or service issues by identifying the root causes, partnering with internal teams.
- Perform additional administrative tasks as needed to support team and business objectives.
What Makes You a Great Fit
- You enjoy building long-term customer relationships and being the go-to resource for your accounts.
- You’re organized, detail-oriented, and comfortable managing multiple priorities.
- You communicate clearly and professionally, both verbally and in writing.
- You’re motivated by both service excellence and sales results.
- You thrive in a collaborative environment and enjoy working with cross-functional teams.
- You’re proactive, resourceful, and eager to learn.
Why Join Us
- Growing company with a strong commitment to customer success
- Supportive team environment with hands-on training
- Opportunities for advancement into sales or account management
- Competitive compensation and benefits package
- A role where your work directly impacts customer satisfaction and business growth
What You Bring
- High School Diploma or equivalent.
- 2- 3 years of experience in a customer service, inside sales or related role.
- At least 2 years of experience utilizing Customer Relationship Management (CRM) software.
- Proven verbal and written communication skills with the ability to communicate clearly and professionally.
- Strong analytical and problem-solving abilities, especially in evaluation customer needs and interpreting data.
- Excellent interpersonal skills to work effectively with both internal and external contacts.
- Ability to prioritize tasks and manage time effectively while working under strict deadlines.
- Solid mathematical skills for quoting, pricing and order accuracy.
- Strong organizational skills with high attention to detail.