JOB DESCRIPTION
Customer Service Representative
The Customer Service Rep is a key customer facing role, which interacts with internal and external stakeholders.
Status: Non-Exempt
Position Type: Full-time
Hours: 40-45 hrs
Schedule: M-F
Standard Shift Start/End Time: Shift will fall between the hours of 6:30 a.m. to 5 p.m., depending on the team schedule. Flexible work environment. Overtime may be required as needed.
Reports to: Customer Service Manager
Key Roles
- Delivering superior service by identifying and resolving issues
- Maintain a working knowledge of our products, services, and promotions
- Identify opportunities to upsell or solve customers’ problems
- Being customer centric by always being polite and professional
- Provide cohesive support to sales & marketing team.
- Operate effectively in a cross functional team environment.
- Provide value to internal and external customers.
- Create and pursue self-development plan.
- Other duties as needed: Job duties, responsibilities, and activities may change at any time and may include potential transfers to other departments and local facilities.
Key Competencies
- Willingness to learn and follow directions.
- Team Player: committed to improving, learning, and collaborating with others.
- Problem-solving and continuous improvement mindset
- Ability to collaborate and communicate effectively across departments.
- Active prioritization of company mission, values, and culture.
- Critical Evaluation and problem-solving skills.
- Excellent phone skills.
- Attention to detail.
- Reliable attendance
Duties and Responsibilities
- Routing qualified opportunities to the account executives for development and closure
- Fill customer requests or inquiries concerning services, material takeoffs, products, billing, quotes, pricing, marketing, and displays.
- Follow-up on pre-determined quote amounts.
- Documenting all customer information, communications, and sales in CRM
- Accurate order processing, including follow through on back orders and RMA’s.
- Handling customer complaints courteously, professionally
- Executing commercial initiatives & projects as needed
- Other duties as needed: Job duties, responsibilities, and activities may change at any time and may include potential transfers to other departments and local facilities.
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