CSR

Summary: Customer-oriented service representative to provide customer support, quoting, order management support, claim management, sales support, customer supply chain & forecasting support, provide product/services information and resolve with accuracy and efficiency any emerging problems that our customers require assistance with. The goal is to ensure excellent service standards and maintain a high level of customer satisfaction.

Essential Duties and Responsibilities Includes the following:

• Effectively manage various administrative tasks, including incoming calls, order processing, inquiries, issues, filling, and database information, writing credits, quoting as required, expediting orders, information and sales reporting
• Identify and assess customers’ needs to achieve satisfaction
• Strong verbal, written communication and presentation skills
• Operate as the lead point of contact for all matters specific to your customers and outside Sales Reps and Manufacturing Reps
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Pricing administration activities to include but not limited to price book data entry, price monitoring, pricing updates, tiered level pricing by segment, reporting
• Work with Procurement and Engineering as needed on requotes
• Manage Customer Supply Chain Management, stocking requirements & forecasting reviews
• Assist Engineering to maintain current drawing specifications on file, item description management
• Keep records of customer interactions and quoting, outstanding issues, process customer accounts and file documents/save documents in CRM application as required
• Engage customers proactively, be knowledgeable of upcoming needs, forecasts, expected changes, expectations, etc.
• Actively reach out to customer base, setting goals for targeted contact schedules and outbound calling campaigns
• Manage specific account sales activities and customer concerns, engage as needed where Regional Sales Representative is not assigned
• Lead contact on designated C & D accounts
• Other tasks and special projects as required

Qualification Requirements:

Education and/or Experience:

• College education (Associates Degree, Bachelors preferred) recommended but not required
• 2-4 years in proven customer support and order management experience, preferably in the made-to-order steel or steel service center industries
• Supply Chain Management, forecasting, stocking program experience preferred
• Strong written and verbal communication skills
• Track record of over-achieving quota and excellent teamwork skills

MS Office & Mathematical Skills:

• Strong proficiency in MS Office products, including MS Word, PowerPoint, Excel and Outlook, preferred
• Experience using Excel preferred
• Basic math and writing/grammatical skills and capabilities

Reasoning Ability:

• Customer orientation and ability to adapt/respond to different types of characters
• Flexible, patient, empathetic to customer issues and situations
• Strong capability in reasoning and managing customer issues, and thinking through opportunities to upsell and cross-sell Hynes products and services that are the best fit for both the customer and Hynes

Physical Requirements:

• Office environment, and may require extended periods of sitting, computer entry and phone call management

Work Environment:

• Ability to work in a fast-paced environment while multi-tasking and keeping a positive attitude

Additional Skills/or Abilities:

• Strong phone contact handling skills and active listening
• Familiarity with CRM and ERP systems and practice
• Ability to multi-task, prioritize and manage time efficiently
• Effectively think outside of the box to improve processes and procedures

Competencies:

• Adapts well to changes in assignments and priorities; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; approaches change positively and adjusts behaviors accordingly.
• Able to learn and properly apply new job-related information in a timely manner. Has the ability to absorb and comprehend job related information from formal training and other formal and informal learning experiences.
• Interact with others in a way that gives them confidence in one’s motives and representations and those of the organization. Is seen as direct and truthful; keeps confidences, promises, and commitments.
• Builds constructive working relationship with customers and others to meet mutual goals and objectives. Behaves professionally and supportively when working with individuals from a variety of ethnic, social and educational backgrounds.
• Makes customers and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains customer trust and respect; meets or exceeds customer expectations
• Takes action without being asked or required to; achieves goals beyond job requirements; being proactive; taking prompt action to accomplish objectives
• Organizes work, sets priorities and determines resource requirements; determines necessary sequence of activities needed to achieve goals
• Monitors and checks work to meet quality standard; demonstrates a high level of care and thoroughness; checks work to ensure completeness and accuracy
• Maintains effective performance under pressure; handling stress in a manner that is acceptable to others and to the organization
• Participates as an active and contributing member of a team to achieve team goals. Work cooperatively with other team members, involves others, shares information as appropriate, and shares credit for team accomplishments
• Sets high standard and well-defined, realistic goals for one’s self; displays a high level of effort and commitment towards completing assignments in a timely manner; work s with minimal supervision; is motivated to achieve