Customer Service Representative

Total Safety is looking for a Customer Service Representative to join their safety conscious team! The Customer Service Representative provides courteous and efficient inside sales and customer service by answering inquiries from customers regarding service, deliveries, and invoicing. Takes orders by phone, fax, email, and web-based systems and enters the order entry system. Ensures that customer’s expectations are met or exceeded.  

About Total Safety

Total Safety is the world's premier provider of integrated safety and compliance services and the products necessary to support them, including gas detection, respiratory protection, safety training, fire protection, compliance and inspection, industrial hygiene, onsite emergency medical treatment/paramedics, communications systems, engineered systems design, and materials management. Our Core Values are People, Safety & Wellbeing, Accountability, Responsibility, Empowerment, Honesty, Transparency, and Integrity.

Essential Duties:  

Answers incoming calls, greets customers cordially and provides timely responses to customer inquiries related to product and service orders, delivery, and pricing.

Research price and delivery utilizing system information and confirm verbally as necessary. Calculates pricing while maintaining margin guidelines.

Ensures all required information is obtained and that supporting documents are completed correctly.

Takes orders by phone, fax, email, and web-based systems and enters the order entry system. Clarifies customer specifications by phone, email or fax as required.

Enter customer orders into the system in an accurate and timely manner.

Ensures that terms and conditions are communicated, and that required documentation is complete including letters of credit, delivery bonds, shipping and freight forwarding requirements.

Handles customer complaints including processing returns. Assists in determining whether the product should be accepted for return and if the customer should be credited according to established sales, warranty policies and procedures. Works with accounting to ensure complete resolution of issue to ensure customer satisfaction.

Reviews customer open order and backorder reports daily to pro-actively resolve potential issues. Contacts the customer in the event there are difficulties in filling customer orders, meeting delivery times, required adjustments in pricing or other issues which may need to be addressed.

Follows up with internal contacts as needed to quickly resolve the issue.

Sets up new customer accounts according to policy and procedures.

Enters data from various sources to maintain and update various databases and spreadsheets including tracking project costs and schedule performance. Ensures data integrity by verifying input and calculations.

Maintains a close alliance and dialogue with the assigned Sales Account Managers to ensure that all customer needs are properly serviced. Contact other departments or external contacts to clarify, obtain, and furnish information.

Assists others in the department, as necessary.

Skills and Experience:  

Customer Service/Sales experience in-house or similar environment with knowledge of departmental function, procedures, terminology, and interrelationships preferred.

Experience in Industrial Safety commodities and/or Rental Equipment products and services preferred.

Excellent PC skills with proficiency in MS Office programs and ability to quickly learn new software such as RentalMan.

Comprehensive, specialized knowledge of company services & applications.

Proficiency with order entry / customer service applications, word processing, spreadsheet software.

Ability to maintain spreadsheets and modify formats to complete assignments.

Effective problem solving and interpersonal skills needed to effectively communicate and resolve customer issues.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.

Must be able to handle diverse tasks simultaneously and work effectively with interruptions, meeting or exceeding production and quality goals.

Ability to pay close attention to details and present good planning, organization, and time management skills.

Ability to handle confidential or sensitive information.

Working Environment:  

Spends most of the time in an office environment. Occasional visit to shopping area. Must take care in moving or lifting office supplies. 

Educational Requirements:  

High school diploma or GED plus additional specialized courses or Associates Degree in related field.

Total Safety and its subsidiaries afford equal opportunity in employment to all individuals regardless of race, color, religion, sex, age, national origin, pregnancy, familial status, disability status, veteran status, citizenship status, genetic information or any other characteristic protected under Federal, State or Local law. Total Safety is an Equal Opportunity Employer.