What are the responsibilities and job description for the Customer Service Representative position at Tiger Door?
Company Description
Tiger Door is a specialized custom fiberglass door manufacturer which utilizes products to be used within the commercial door industry. Backed by over 150 years of combined experience, our team is highly skilled and knowledgeable in crafting superior fiberglass door solutions. We are deeply committed to delivering high-quality products and exceptional customer service. Our dedication to excellence has made us a trusted name in the industry for over 40 years.
Duties and Responsibilities
• Develop and maintain a strong knowledge of ERP system and Help Scout to ensure timely responses to quote and order requests as well as general and technical inquiries.
• Demonstrate strong knowledge of product features, benefits, intended use, technical and installation, value proposition and competitive position.
• Ability to process a minimum of 50 quotes and orders per week accurately.
• Answer high volume of incoming calls and email requests. Effectively manage email and voicemails to quickly identify and assess customer’s needs.
• Provide specialized customer support by anticipating needs, troubleshooting, offering product and technical support, answering questions and resolving challenges quickly to provide same day responses and achieve customer satisfaction.
• Guide customers to products solutions most suited to their project requirements.
• Enhance and strengthen customer relationships using strong communication skills (verbal and written), keen listening skills and empathy. Build sustainable relationships and trust with customers through open and interactive communication.
• Proactively communicate with customers regarding orders and ensure expectations are met.
• Partner with departments (operations, engineering and sales) regarding customer and operational opportunities to enhance customer experience and increase revenue.
Qualifications
• 2 years of customer service and/or sales experience. Previous customer experience in manufacturing is a benefit.
• Ability to read and understand building plans and specifications is a plus.
• Attention to detail.
• A demonstrated ability to learn quickly and continuously develop functional knowledge and an understanding of company products as well as administrative, freight and warranty claims and other various functions.
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment focused on continuous improvement.
• Ability to make customers feel valued by delivering on commitments and exceeding expectations.
• Effective problem solver with a solution minded approach to support customers and their projects.
• Professional oral and written communication skills in addition to superb listening skills.
• Strong computer/keyboard skills (Microsoft Outlook, Excel, PDF) and ability to navigate web-based software applications.
• Solid math and problem-solving skills. Must be comfortable computing math equations such as discounts, tax, proportions, and percentages.
• Ability to learn and react quickly as well as multi-task, prioritize and manage time effectively to achieve weekly goals. Results oriented.