As a Markertek Customer Service Representative (CSR) with a “Can Do” approach to business, through training and collaboration, You will continually build Your foundation for Your future, Your professional growth and career opportunities not only in sales but potentially anywhere in our company. 

-You will learn about the basic facets of our business, from marketing, to sales, to purchasing, to manufacturing, to shipping and receiving to accounting. 

-You will learn how we generate revenue and how to do so profitably. 

-You will be the first point of access for many of our customers and will be responsible for qualifying them and helping them navigate to where they will be best served. 

-You will always put the customer first with Tower’s bottom line in mind. 

-You will be responsible for assisting and supporting any and all customers. 

-You will be directly responsible for those customers with transactions assigned to You. 

Customers may arrive by phone, email, web or chat and the expectation is You have an ability to prioritize, multi-task and manage all channels effectively. 

-You will have opportunities to enhance Your technical skill set to better Your knowledge of our industry and the various markets we serve. 

-You will work and will be slowly introduced to vendors and will begin building Your network of business partners on a small scale. 

-You will be part of a team that trusts, helps, and supports each other.

-You will be a great addition to our team!

KEY RESPONSIBILITIES:

• Prepared to begin working at the start of your shift.
• Handle & qualify inbound communications such as calls, sales@ emails, chats
• Direct handling of customers includes but not limited to efficiently providing:
  1. Standard pricing and availability
  2. Order status and PO follow-up 
  3. Returns assistance
  4. General questions. (i.e. operational inquiries, directions)
  5. Basic shipping quotes
  6. Basic product recommendations – based on knowledge level
  7. Troubleshooting and reporting website issues 
  8. Basic order entry
  9. Call routing to other departments 
  10. Receiving & routing tax certs, credit applications, or catalog requests
• Bold Chat handling – will handle all chats. If the customer requires technical assistance, the CSR will either have a Jr. CRM take over the chat or forward the transcript to a Jr. CRM/Operator for further handling. 
• Returns – will handle all RMAs/Returns/Return follow-up for unassigned accounts/web orders.  Will handle Returns-based sales@ emails.
• Web – will be responsible for general follow up and customer interaction for open unassigned web orders. Is exempt from handling web orders already being handled by another CSR.
• KanBan Rush entry and management.
• Contacts – Add, edit, attributes, (de)activate, manage all aspects of contacts.
• Order Entry – Become fluent and accurate in all aspects of order entry.
• Employee Manual – Know, inquire & understand
• Core Values – Know, inquire & understand

SKILLS AND QUALIFICATIONS SOUGHT:

• Empathy – customer needs to feel they are important and listened to.
• Adaptability – ability to remain flexible in a dynamic environment.
• Capacity to remain clear-headed and use constructive and encouraging language to steer calls towards a positive outcome.
• Adept at clear communication. 
• Proven active listening skills. 
• Strong interpersonal and communication (verbal/written) skills
• Ability to prioritize, organize and multitask on the fly.
• Proficiency with Response 
  1. checking stock and availability
  2. Sales Order status
  3. Purchase Order status
  4. order entry
• Proficiency with Microsoft Office 
  1. able to send and respond professionally to emails/word
  2. organize and manage inbox
  3. promptly/effectively respond to customers, vendors & team members
• Ability to navigate the web and utilize third party websites to retrieve relevant order information (shipping quotes, PO status, product information, etc.).
• Strong understanding of the need to document open order progress and the importance of efficiency.
• Intermediate understanding of the Markertek website and the aptitude to help customers navigate product pages, searches, and through the checkout process.
• Conduct themselves professionally both in person and over the phone. 

COMPENSATION BASIS:

• Maintain strong KPIs further described within
• Remain in good company standing
• PSP as eligible

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.