Customer Service Rep II

SUMMARY

Process internal and outside sales of company products in an efficient and courteous manner. Focus on special accounts and deliver a more sophisticated level of customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

- Build and maintain customer relations by providing excellent customer service.

- Receive, process, and confirm direct customer phone, email or faxed purchase orders and sales order quotes.

- Update system with revised orders (quantity, date, price), and cancellations.

- Assist customers with pricing, literature, inquiries, and information requests.

- Assist with covering other CSR territories when required.

- Manage and fill route trucks for assigned territory.

- Work with assigned outside Sales Rep. with managing territory.

- Process and assist Sales Rep’s with orders, price inquiries and information requests.

- Communicate closely with production, traffic and shipping regarding scheduling, and order updates.

- Prepare return authorization and credit request.

- Research and follow up on backorders, mis-shipments, and price discrepancies.

- Keep customers updated with order status including delivery schedules and/or delays.

- Make weekly outbound customer sales calls, upsell stock products and full pallets sales.

- Purchase buy-out products and generate material transfers when required.

- Assist and process job quotes when required.

- Answer the operator’s general incoming calls when needed.

- Manage and process orders for a larger territory, including key and special accounts.

- Cross train new customer service department employees on customer service procedures.

- Other duties may be assigned when needed.

EDUCATION AND/OR EXPERIENCE

High school diploma or general education degree (GED) and 3+ years of related experience and/or training; or equivalent combination of education and experience. Must have computer knowledge, Word, Excel, and a high speed of data entry with high accuracy.

SKILLS

Language: Ability to communicate effectively verbally and in writing. Ability to interact with employees, customers, and vendors in a professional manner. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Computer: Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.

Reasoning:Ability to perform mathematical computations such as percentages, fractions, addition, subtraction, multiplication, and division. Ability to work independently and with a team in a fast-paced and high-volume environment with emphasis on accuracy and timeliness.

Other: Attention to detail and organizational skills are necessary. Ability to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, REGISTRATIONS:

None required.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand, walk, and sit. The employee must occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually low to moderate.