Inside Sales / Customer Service Representative

SUMMARY: Provides customers with courteous customer service over the phone; entering customer orders received via email, fax, and/or verbally over the phone; and working with accounts receivable/invoicing, production, shipping, and the outside sales team to take the best possible care of the customer. 

DUTIES AND RESPONSIBILITIES:

• Data Entry of Profax Orders received via email, fax, and/or verbally over the phone.
• Assist Customers with Product Information – utilizing the catalog, product manuals, data within our database, and other provided materials.
• Provide shipping, tracking, and delivery information.
• Provides timely resolution of customer complaints, concerns, and inquiries.
• Interact with accounts receivable/invoicing, production, shipping, and the outside sales team to take the best possible care of the customer.
• Read the backorder report daily to stay aware of product etas.
• Report any potential safety issues and safety concerns to the safety department.
• Data Entry of some Lenco orders received via email, fax, and/or verbally over the phone.
• Interact with the customer service team at Lenco as needed.
• Issue Return Goods Authorization Forms as necessary.
• Familiarize his/herself with the Profax-Lenco catalog.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Courteous and Friendly personality both on the phone and in the office.
• Commitment to excellence and high standards.
• Self-motivated to quickly resolve and answer customer inquiries.
• Ability to use Microsoft Outlook and Microsoft Excel
• Ability to understand and follow written and verbal instructions
• Professional appearance and demeanor
• Ability to effectively communicate with people at all levels and from various

   backgrounds.

• Must be able to speak, read, write, and understand English.
• Ability to learn Sage 100 and Sage X3
• Acute attention to detail.
• Minimum Education Level: High School Graduate or GED
• Some Industrial Background is preferred, but not necessary
• Experience with Sage 100 and/or Sage X3 is preferred, but not necessary

COMPETENCIES:

• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Occasionally required to walk
• Continually required to sit
• Continually required to utilize hand and finger dexterity
• Frequently required to talk or hear
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard