JOB TITLE: Customer Service Representative (CSR)
LOCATION: Strongsville, OH
FLSA STATUS: Non-exempt
WORK SCHEDULE: Full-Time (40 hrs. /wk.)
REPORTS TO: Customer Service Manager
PAY SCHEDULE: Semi-monthly, 2 installments per month
GENERAL SUMMARY:
The Customer Service Representative (CSR) works closely with the territory?s outside sales person forming a customer service team. This is a multi-functional position requiring customer and sales support. The CSR performs a variety of duties necessary to help acquire prospects, support and enhance new and existing customer accounts within an assigned sales territory while maintaining company service and profit goals. The CSR is responsible for all orders within an assigned territory, ensuring all inquiries are answered and customer requirements are met from time of initial order receipt until the product is delivered, invoiced, and the customer is satisfied. The CSR is a direct point of contact for customers and the territory?s outside sales person. CSRs also interface with the warehouse, purchasing, accounting, technical service, engineering and vendors on a daily basis.
ESSENTIAL DUTIES AND TASKS:
- Provide prompt and efficient responses to customer phone, email, web portal, fax, and mail inquiries regarding price, availability, order placement, and delivery of product.
- Prepare quotes, process orders, and determine need for associated information including sales, technical, and service parts information.
- Advise customers of the most advantageous options available to them. Provide the same support and back up for other company territories and customers, as needed.
- Coordinate efforts between the customer, outside sales, and inside support staff (warehouse, purchasing, accounting, technical service, and engineering).
- Customer account set up for new customers including obtaining credit information required for open account status.
- Communicate with controller in keeping established accounts current.
- Contact vendors for delivery of non-stock items and communicate delivery information to purchasing department.
- Monitor open orders and back orders regularly to identify the need for expediting orders. Coordinate expediting efforts with purchasing department.
- Learn company vendors, product lines, and pricing structures. Identify opportunities for maximizing gross margin (i.e. group, stock, or quantity purchasing) and communicate to management for review.
- Communicate timely customer information to the outside sales person.
- Enter and update primary account contacts in company CRM system.
- Participate fully in assigned training sessions, meetings, skill building and professional development classes.
- Perform other duties as assigned.
WORKING CONDITIONS:
Work is performed from corporate office.
EFFORT:
Must exhibit courtesy and patience when dealing with all customers, internal and external. Successful candidate displays a positive attitude and the following core values:
- Thinks and acts like an owner
- Always customer focused
- Plays for the team
- Individually accountable
MINIMUM QUALIFICATIONS:
College degree or related experience and/or training; or equivalent combination of education and experience. Two or more years of customer service/inside sales experience; preferably in an industrial capacity.
A combination of education, training, and experience may be substituted when competency in the role is demonstrated. Successful performance on pre-employment tests is required.
Reasonable accommodations may be made to those who are able to perform the essential duties of the job. The incumbent must be able to pass any required drug test, new hire physical examination, and background check. The incumbent must be able to maintain complete confidentiality of any information s/he encounters.
SPECIALIZED SKILLS AND KNOWLEDGE:
An experienced customer service professional who is energetic, customer-focused, and confident with high ethical standards and an appropriate professional image. Exceptional organizational, multitasking, and customer service skills. Fluent in both written and oral communication. Excellent communicator with positive attitude and energy. A well-organized and self-directed individual who is a team player and able to bring projects to completion without constant oversight. Must have good computer skills and ability to use Microsoft Office products (Outlook, Word, Excel, etc.). Familiarity with CRM software is preferred, but not required. Experience with distribution software is preferred, but not required.
