Customer Service Representative

DESCRIPTION:

Position Summary: This position will be the main point of contact for customers and is responsible for answering product inquiries, order expediting requests, and resolving pricing discrepancies, while ensuring timely and accurate responses.

Primary Duties

• Respond promptly to customer inquiries via inbound calls, addressing questions and resolving issues with professionalism.
• Provide exceptional customer service during phone and email interactions with manufacturer representatives and distributors by providing current product information, pricing & availability, and responses to other requests.
• Maintain and enhance product knowledge, applications and technical expertise within the industry.
• Communicate proactively with customers about order status, changes, or delays.
• Maintain current customer information and records of customer interactions within the NetSuite CRM
• All other duties as assigned by management.

Minimum Educational & Experience Requirements

• High School Diploma
• Previous experience in a customer-facing role, preferably in wholesale distribution or a related industry.

Minimum Skill Requirements

• Strong organizational and time management skills with proven multi-tasking skills
• Strong problem-solving skills and the ability to resolve customer issues.
• High level of customer focus
• Able to work independently and with a team
• Exceptional interpersonal skills
• Effective and professional verbal and written communications 
• Proficiency in using relevant computer systems and software.

Physical Demands

In terms of an 8-hour workday, “occasional” equals 1% to 33%, “frequent” equals 34% to 66% and “continuous” equals 67% to 100%.   However, some duties are performed monthly, annually or sporadically throughout the year and are essential functions.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the position.

• Continuous remaining in a stationary position, particularly, but not limited to, at a desktop computer
• Continuous sitting
• Continuous visual review of print and electronic documents
• Frequent repetitive use of hands/arms; particularly concerning typing, writing, phone & computer use 
• Continuous communication: verbal and written, in-person, phone and electronic 

Work Environment

• Office Environment – 8am to 5pm in assigned facility