Customer Service Representative

Job post summary

Job description:

The Customer Service Representative (CSR) is responsible for processing incoming customer orders, quotes and requests for products and information. Establishing and communicating price and availability of products and services. The CSR will possess broad knowledge of the division’s product and service offerings along with their respective markets. The Fluid Handling Customer Service Representative maintains customer satisfaction by providing excellent customer service and administratively supporting the sales organization.

Job locations: Indianapolis, Indiana & Telford, PA

Job Summary

We are seeking a dedicated and enthusiastic Customer Service Representatives to join our team. This role is essential in providing exceptional support to our customers and ensuring their needs are met efficiently. The ideal candidate will possess strong communication skills, a customer-focused attitude, and the ability to handle inquiries with professionalism. Multilingual abilities are highly valued as we serve a diverse clientele.

Major responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Receives and processes customer orders and requests for quotes
• Handles all telephone and email inquiries related to orders and shipments, price and availability of parts, and communicates additional information as required
• Analyzes and determines opportunity for cross-sell and up-sell potential
• Assists with identification of and management of Equipment Assets
• Handles customer complaints and inquiries professionally and efficiently; places customers in contact with the proper department when required
• Assists the Inside Sales Manager, Application Engineers, Product Specialists, Regional Sales Managers, Production and other inter-company departments, as required, to meet company goals and objectives
• Develops and maintains working knowledge of Fluid Solutions complete product line
• Operates as the lead point of contact (internal and external) for all Return Goods Authorization (RGA’s), Credit Memos and Cost of Quality order processing
• Liaisons between Scheduling, Shipping, Purchasing, Sales, and Engineering to facilitate order fulfillment issues and updates
• Works to proactively solve customer, product or pricing issues in a timely fashion
• Other job duties as required.

EDUCATION AND EXPERIENCE

• Bachelor’s Degree, HS Diploma or equivalent experience required
• 2 years Customer Service or Inside Sales experience preferred
• Strong computer knowledge including MS Office applications and CRM management (Salesforce.com)
• Proficient in MS Excel Reporting, required
• Strong verbal and written communication skills
• A proven track record of performing work accurately and thoroughly
• Demonstrated ability to communicate at all levels and with customers and distributors
• Collaboration with different groups to accomplish goals
• Demonstrated ability to excel in fast paced environment encompassing company growth and change

KNOWLEDGE, SKILLS AND ABILITIES

To perform the job successfully, an individual must be able to execute each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required.

KNOWLEDGE

· Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

· English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

· Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

· Computers (non-technical) — Knowledge of software, including applications and programming.

SKILLS

• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking — Talking to others to convey information effectively.
• Service Orientation — Actively looking for ways to help people.
• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

ABILITIES

• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
• Speech Clarity — The ability to speak clearly so others can understand you.
• Speech Recognition — The ability to identify and understand the speech of another person.
• Near Vision — The ability to see details at close range (within a few feet of the observer).

Responsibilities

• Provide outstanding customer support through various channels including phone, email, and chat.
• Assist clients with inquiries regarding products and services, ensuring a high level of satisfaction.
• Perform data entry tasks accurately to maintain up-to-date customer records.
• Conduct outbound calling for follow-ups and service promotions.
• Handle cash transactions and ensure accurate cash handling procedures are followed.
• Utilize Microsoft Office applications to document interactions and generate reports.
• Analyze customer feedback to identify areas for improvement in service delivery.
• Collaborate with team members to enhance client services and streamline processes.
• Maintain professional phone etiquette while managing multiple calls effectively.

Qualifications

• Previous experience in a call center or customer service environment is preferred.
• Bilingual or multilingual capabilities are a plus, particularly in English and other languages.
• Strong communication skills with the ability to convey information clearly and effectively.
• Proficient computer skills, including familiarity with data entry and Microsoft Office applications.
• Excellent typing skills with attention to detail for accurate documentation.
• Sales experience is advantageous for promoting products and services effectively.
• Strong analytical skills to assess customer needs and provide appropriate solutions.
• A positive attitude with the ability to work well under pressure in a fast-paced environment. Join us in delivering exceptional service while growing your career in customer support!

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person