Customer Service Rep

Customer Service Representative

Job Description:

The Customer Service Representative role is responsible for providing a variety of services, solutions and support to existing customers, prospects as well as sales associates. The Role is designed to interact with customers to provide information in response to inquiries about products and services while also focusing on outbound calls to prospects. Clearly demonstrates the ability to professionally communicate with customers in difficult situations and must set-up and maintain good communication between the customer service department and all other departments. Must be able to identify, communicate, and foresee problems and propose potential solutions for them.

Responsibilities of this position include:

• Identify, research and resolve customer problems using various tools such as business system, product literature, and internal resources.
• Quote pricing and delivery for customers via phone, fax, e-mail and customer portals.
• Facilitate customer orders and confirm delivery dates with Manufacturing or appropriate Distribution centers.
• Coordinate logistical flow of items throughout company to fulfill customer requirements. This is accomplished with a high level of personal communication as well as inter-company sales and purchase orders
• Contact customers to follow up on customer inquiries or to notify them of any planned resolutions to their concerns.
• Monitor current, overdue and upcoming order delivery obligations to insure delivery requirements will be met to the customer's satisfaction.
• Build rapport and credibility among new customers, including traditional and non- traditional accounts.
• Maintain close working relationship with outside sales personnel and ensure cohesive sales and customer support strategy.
• Ensure customer satisfaction while maintaining company values, interests and margin targets

The successful candidate will possess the following:

• Bachelor's Degree and/or 2-4 years related experience
• Experience in Industrial Distribution/OEM customer service
• Ability to navigate/operate the SAP & MAPICS XA system
• Strong analytical and problem-solving skills
• Must be detail oriented, self-directed, motivated and be able to meet deadlines
• Good communication and interpersonal skills
• Time management skills
• Ability to work under deadlines and handle pressure while multi-tasking