Customer Service Representative
Cleveland, OH
Mission of the Role (What you will be doing):
The Customer Service Representative provides a consistent, high-quality customer experience and models exceptional service in all they do to create lasting partnerships by putting customers first. The CSR is the relationship and communication link between the customer, sales, and operations and proactively serves as a critical point of contact for order management, service, and support,
problem-solving and relevant project information for their internal and external customers.
The CSR is a highly valued team member that works with the sales team and acts as an advocate of SupplyOne values, services and capabilities to provide complete solutions and the full breadth of core product categories to meet and exceed sales growth targets.
Key Duties & Accountabilities (Primary responsibilities & quantifiable measurements):
- Process and confirm orders and/or communicate what needs to be ordered, the day they are received
- Generate standard quotes within 24 - 48 hours of receipt
- Answer phones by the 3rd ring, and all emails by the end of each day
- Build, maintain, and keep price lists current to protect and maintain GP margins
- Build accurate specs and inventory items within 24-48 hours
- Resolve customer problems and elevate issues immediately to an acceptable, timely and appropriate resolution
- Monitor customer min/max, open orders, back orders and inventory levels alerting customers immediately to changes to deliver on time, in full and in spec (DIFOTIS)
- Must frequently use independent discretion, judgment and decision making skills to achieve quality and performance standards
- Serve as liaison with sales, purchasing, design, manufacturing and shipping
Essential Functions (Essential/secondary functions that support the primary responsibilities):
- Prepare proposals and miscellaneous correspondence
- Maintain thorough customer records
- Monitor and resolve slow payment issues
- Assist with slow moving inventory
- Expedite material based on customer needs
Educational/Training Requirements/Experience (What your background should look like)
- High School diploma/GED
- Experience in a customer service role preferred
Minimum Skills, Knowledge & Ability Requirements
- Strong organizational skills; ability to prioritize tasks
- Demonstrated initiative in personal professional development
- Basic arithmetic including gross profit calculations
- Attention to detail and accuracy
- Proficiency in Microsoft Office including Excel, Word, PowerPoint and Outlook
- Ability to communicate effectively in writing, verbally over the phone, and in person, at our own site and at customer or 3rd party sites
- Maintain regular and punctual attendance
