Customer Service Representative

Total Safety is looking for a Customer Service Representative to join their safety conscious team! The Customer Service Representative provides courteous and efficient inside sales and customer service by answering inquiries from customers regarding service, deliveries, and invoicing. Takes orders by phone, fax, email, and web-based systems and enters the order entry system. Ensures that customer’s expectations are met or exceeded.

Total Safety is the world's premier provider of integrated safety and compliance services and the products necessary to support them, including gas detection, respiratory protection, safety training, fire protection, compliance and inspection, industrial hygiene, onsite emergency medical treatment/paramedics, communications systems, engineered systems design, and materials management. Our Core Values are People, Safety & Wellbeing, Accountability, Responsibility, Empowerment, Honesty, Transparency, and Integrity.

Essential Duties:

Answers incoming calls, greets customers cordially and provides timely responses to customer inquiries related to product and service orders, delivery, and pricing.

Research price and delivery utilizing system information and confirm verbally as necessary. Calculates pricing while maintaining margin guidelines.

Ensures all required information is obtained and that supporting documents are completed correctly.

Takes orders by phone, fax, email, and web-based systems and enters the order entry system. Clarifies customer specifications by phone, email or fax as required.

Enter customer orders into the system in an accurate and timely manner.

Ensures that terms and conditions are communicated, and that required documentation is complete including letters of credit, delivery bonds, shipping and freight forwarding requirements.

Handles customer complaints including processing returns. Assists in determining whether the product should be accepted for return and if the customer should be credited according to established sales, warranty policies and procedures. Works with accounting to ensure complete resolution of issue to ensure customer satisfaction.

Reviews customer open order and backorder reports daily to pro-actively resolve potential issues. Contacts the customer in the event there are difficulties in filling customer orders, meeting delivery times, required adjustments in pricing or other issues which may need to be addressed.

Follows up with internal contacts as needed to quickly resolve the issue.

Sets up new customer accounts according to policy and procedures.