The Customer Service Representative’s main responsibility is to attend to the customer's needs during the order taking process. The Customer Service team will ensure the highest level of customer satisfaction within the company’s policies, procedures, and guidance directives provided by the senior management team. This position will partner with the local customer service team. Continuous collaboration within this team is essential in leading the local branch to growth and success.
Detailed Responsibilities include the following:
Learn and adhere to the company’s processes and procedures:
Review, understand, and execute the “OP-FCQRG” (Front Counter Quick Reference Guide) SOP (Standard Operating Procedure).
Once the order is taken, coordinate with operations to facilitate delivery of the purchased materials to the customer via Will Call (customer pick-up) or company shipment to the customer’s designated location.
Educate customers to understand how the company conducts business and meets their needs; always balancing the fact that further “custom” service has both a cost and a benefit to the company.
Front Counter operations:
Assist walk-in customers in an expedient, professional, and courteous manner.
Process orders or prepare quotes in a timely and accurate manner.
Orders can be received through various avenues of communication (walk-ins; telephone; e-mail; text messaging; fax)
Answer inbound calls on a multi-line phone system in an expedient, professional, and courteous manner.
Review customer notes for special requirements.
Verbally validate/confirm orders with customers prior to finalizing.
Ensure that customer enquiries are being expediently answered as they arise.
Process custom orders
Foam Molding orders
Communicate with Foam Shop to obtain specific information for a customer’s needs.
Communicate with sales to price new molding shapes.
Research follow up orders to ensure foam shapes are correct.
Customer Follow Up
Notify customers when orders are ready for pickup.
Communicate potential lost orders to purchasing and the appropriate managers including the reason for the potential lost order (i.e. material is not available, unable to schedule delivery when material is needed).
Collect payment, in person and telephonically, for orders processed (cash; checks; credit cards).
Reconcile “cash drawer” accurately at the end of the day per the “OP-CQRG” (Closing Quick Reference Guide).
Enter “item notes” in P21 to answer questions that customers may have on inventory items.
Ensure data is adequate to respond to customer inquiries.
Update items notes as necessary.
Process Special and Direct Ship orders as per the “OP-S/DOQRG” SOP.
Review and maintain portals for all open orders.
Research any pending tickets.
Revise or delete Pick tickets as needed.
Scan completed Pick tickets and Order Acknowledgements for records retention.
Email to the designated recipient in accounting.
Create new projects for credit customers when initiated (point of first contact):
Create a “New Job Data Packet” per the “ARCC- New Job” SOP.
Obtain required information from the customer.
Communicate with the local Sales team for the existence of a sales lead for this new project.
Call General Contractors directly to confirm:
Customer is the subcontractor on the project
Name and address of the project
And obtain a valid mailing address for the General Contractor
Enter the “New Job’s” respective Ship-To address into the company’s ERP P-21 expediently.
Reconfirm projects that are past 60 days inactive
Email AR the proper information with the ship to ID for reactivation
Experience and Educational requirements:
Minimum 2 years’ customer service experience
High School diploma or equivalent required
Proven organizational skills
Proficiency in Microsoft office: Excel, Word, Outlook
Excellent verbal and communication skills
Attention to details and ability to multi-task in a fast pace environment.
Experience with Epicor ERP a plus
Bilingual in Spanish
Originally servicing the Houston metropolitan market, we expanded to San Antonio in the Spring of 2009. We are one of the largest suppliers of Masonry, Stucco, Stone and EIFS products in the Great State of Texas. We continue to grow and look for new markets to open stores in to service our growing clientele. At Morrell we focus on customer service, quality products and quality long term professional relationships. We also realize that employee well-being must be at the top of our priorities and strive to make Morrell a good place to work, safe, respectful with opportunity for advancement. Many of our employees have been here since our inception.
We offer paid holidays, medical, dental, life, and HSA benefits after 90 days of employment. Vacation and PTO (Paid Time Off) after 1 year of employment.