Customer Service Representative-Purchase

Position Overview:

We are seeking a Customer Service Representative to join our Cranbury, New Jersey team. The ideal candidate will be the first point of contact for our customers, ensuring a seamless experience from inquiry to post-purchase support. This role is crucial for maintaining customer satisfaction and fostering long-term relationships with our clients.

Key Responsibilities:

Customer Interaction

Ø Address customer queries, resolve issues, and provide support via phone, email, or chat.

Ø Understand customer needs and preferences.

Ø Provide accurate product information and recommendations.

Ø Handle customer inquiries and resolve issues promptly.

Ø Build and maintain strong customer relationships.

Order Process

Ø Demonstrates accuracy in understanding customer needs and selecting the appropriate items.

Ø Capable of interpreting customer drawings to identify and list the correct products

Ø Send estimate to customer

Ø QB order processing or Kunlu order processing

Ø Send invoices, payment instructions, and ETA notifications to the customer in a timely manner.

Ø Provide the warehouse with a delivery report 1–2 days in advance.

Ø Ensure payment is collected at least one day prior to the delivery date.

Sales Support

Ø Assist in opening new accounts in accordance with internal procedures.

Ø Support the placement of sample orders as needed.

Ø Coordinate with the Sales team to communicate with customers based on their instructions.

Ø Generate and follow up on estimates, proposals and orders

Ø Help maintain an organized showroom updating displays as needed

Ø Upsell the customers to sell lighting packages and accessories

3

Claim

Ø Go over claim details with sincerity and patience, strategic language to maintain professionalism and foster a positive resolution

Ø Investigate and resolve customer complaints and issues promptly and effectively

Ø Follow the claim process, filter information, analysis the possibility comes from

Ø Prepare related documents and comments for GM assistant’s approval

Ø Any replacement, process the order, and ask Shirley to check or open a credit memo.

Ø Any credit can only be applied to the next order, and the deduction amount cannot exceed 10% of the total order value or $500, whichever is lower.

Ø Any shipping fees related to the claim should also be included in the processing list and counted in the credit memo.

Additional Duties

Ø Stay updated on industry trends and competitor activities.

Ø Provide feedback to management on customer preferences.

Ø Assist with special events and promotions.

Ø Support team members as needed.

Ø Perform other duties as assigned by management.

Local Purchase

Ø The accuracy and timeliness of procurement.

Ø The timeliness of arranging pickup or delivery needs to meet the delivery deadlines of the orders.Ø Procurement payments will be arranged and paid promptly.

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Cranbury, NJ 08512 (Preferred)

Work Location: In person

Salary : $55,000