Customer Service Representative

POSITION SUMMARY:

A Customer Service and Sales Customer Support Representative's job is primarily to assist in customer inquiries, concerns and requests regarding products and services either by telephone and/or electronically.

PRINCIPAL RESPONSIBILITIES

• Serves as a direct contact for a given territory, channel or region but may also take on tasks outside of assigned area
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaints
• Process orders of all types
• Process Warranty and Courtesy Replacement orders
• Record customer calls and emails into our Customer Relationship Management (CRM) system pertaining to inquiries, comments and complaints
• Record details of actions taken
• Communicate and coordinate with our Internal Sales Representatives (ISR)
• Communicate directly with our Manufactures Rep Agencies
• Support assigned Inside Sales Team members and assist/provide back up in those efforts as a part of the function of this role
• Other duties as required

ESSENTIAL FUNCTIONS:

• Ability to work in a team environment as well as being a self-starter of improvement projects
• Exceptional verbal and written communication skills
• Exceptional troubleshooting skills
• Must be able to communicate effectively, both verbally and in writing
• Must have the ability to work well within a business environment and the ability to multitask

REQUIRED QUALIFICATIONS:

Education: HS Diploma required, some college preferred

Experience:

• Must be proficient in Microsoft Office Programs including Word, Excel and Power Point
• Experience in Business Management Software (i.e. SAP) is preferred but not require
• Need to possess strong interpersonal skills and the ability to communicate effectively with internal and external business partners.
• Must work efficiently, independently with accuracy, maintain confidential information, exercise sound judgment, and make accurate and timely decisions.
• Have experience and the ability to multi-task and work independently in a fast-paced environment and have strong analytical and problem-solving skills.
• Ability to offer prompt, effective support to warehouse, plant and corporate office environments.