Monday through Friday 8am-5pm
Onsite
Customer Service Representative
One Day Remote
Customer-oriented service representative to provide customer support, quoting, order management support, claim management, sales support, provide product/services information and resolve with accuracy and efficiency any emerging problems that our customers require assistance with. The goal is to ensure excellent service standards and maintain a high level of customer satisfaction.
Essential Duties and Responsibilities Includes the following:
- Effectively manage various administrative tasks, including incoming calls, order processing, inquiries, issues, filling, and database information, writing credits, quoting as required, expediting orders, information and sales reporting
- Identify and assess customers’ needs to achieve satisfaction
- Strong verbal, written communication and presentation skills
- Operate as the lead point of contract for all matters specific to your customers and outside Sales Reps and Manufacturing Reps
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions and quoting, outstanding issues, process customer accounts and file documents/save documents in CRM application as required
- Engage customers proactively, be knowledgeable of upcoming needs, forecasts, expected changes, expectations, etc.
- Other tasks and special projects are required
Qualification Requirements:
Education and/or Experience:
College education (Associate’s degree, Bachelors preferred) recommended but not required
2-4 years in proven customer support and order management experience, preferably in the manufacturing industry setting
Strong written and verbal communication skills
Track record of over-achieving quota and excellent teamwork skills
MS Office & Mathematical Skills:
Strong proficiency in MS Office products, including MS Word, PowerPoint, Excel and Outlook, preferred
Experience using Excel preferred
Basic math and writing/grammatical skills and capabilities
Reasoning Ability:
Customer orientation and ability to adapt/respond to different types of characters
Flexible, patient, empathetic to customer issues and situations
Strong capability in reasoning and managing customer issues and thinking through opportunities to upsell and cross-sell products and services that are the best fit for both the customer and company.
Work Environment:
Ability to work in a fast-paced environment while multi-tasking and keeping a positive attitude
Additional Skills/or Abilities:
Strong phone contact handling skills and active listening
Familiarity with CRM and ERP systems and practice
Ability to multi-task, prioritize and manage time efficiently
Effectively think outside of the box to improve processes and procedures
