The Customer Service Representative is responsible for managing customer accounts through reactive and proactive telephone contact and email to maintain and grow sales. Perform, execute, and coordinate all work including technical matters related to customer service activities.
A day in the life of a CSR can look like
Service customer requests for quotes and orders received through multiple channels of communication.
Convert quotes to orders.
Consult with sales, engineering, and product management on commercial and technical issues as required.
Assist customers with accurate transactions and industry-specific product information.
Maintain familiarity with products, applications, pricing, policies and procedures.
Utilize telephone sales and support skills to create interest and offer value-added products and services to customers.
Build and expand customer relationships to help ensure replacement and increased business.
Meet or exceed departmental KPI requirements.
Handle RGAs credits and complaints as needed.
Other projects and duties as assigned.
We are looking for you to have
2 years of business-to-business customer service experience or college degree.
Excellent verbal and written communication skills.
Strong mathematical and technical aptitude.
Self-managed, team player, who can work independently.
Experience with a CRM (Salesforce), MRP/ERP System, and order management.
Experience in a manufacturing environment is desirable.
Working knowledge of Windows-based software.
Understanding part numbers, policies, and products.
Spanish bilingual a plus.
Must be able to work in the US.
Competencies
Excellent communication and follow-up skills.
Drives results and deadline-driven
Detail oriented
Ability to prioritize work efficiently
Communicates effectively
Influence, negotiate, and impact results
Are accountable to others
Have the courage to challenge the status quo
Are honest with co-workers and customers
Ability to problem solve and offer customer solutions
Are engaged team members
Add value to the Company
Expects excellence of self and others
Overserves top customers
Understands, simplifies, and acts to improve processes
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