Customer Service Representative

Customer Service Representative

Position Overview:

The Customer Service Representative (CSR) will be a key point of contact for customers and will act as an interface between the customers and the company's DC Power division. The CSR will provide customer support and perform end to end order management duties from time of purchase order receipt to invoice collection, including entering orders in vendor portals, handling order status inquiries, providing shipping information, and vendor follow-up.

Reporting Relationship: The Customer Service Representative reports to the Accounting Manager

Responsibilities/Accountabilities:

- Adhere to and reinforce customer service policies and procedures

- Perform daily operations including:

o Enter new orders in ERP business system

o Enter new orders into vendor portals

o Respond to customer inquiries on order status

o Capture and forward customer inquiries on warranty issues to salespeople

o Track product ship dates in vendor portals

o Update customers of ship date changes

o Generate and send invoices to customers

o Communicate with customers on collections

- Track and report relevant data to determine customer service outputs and other business results

- Strengthen customer relationships through excellent customer service skills

- Assist outside and inside sales team as needed

- Handle customer complaints; escalate as appropriate

- Plan and prioritize collection tasks

- Ensure compliance with sales tax procedures

- Understand and adhere to customer pricing levels

- Maintain CRM database information

- Collaborate with shipping to ensure both groups are working together and following proper procedures

- Provide support to the company's DC Power division CSR by assisting with order entry, invoicing and other miscellaneous tasks as needed

- Assist with office management support

- Coordinate/communicate with service group on orders that contain both product and service

- Perform other duties and projects as assigned

Skills/Knowledge:

- Excellent communication and interpersonal skills

- Customer service focus

- Excellent listening and problem-solving skills

- Excellent planning and organizing skills

- High attention to detail

- Patience, confidence, and tact while dealing with complex issues

- Ability to quickly adapt to changes in priority

- Ability to work independently

Personal Attributes:

- Demonstrates honesty and integrity in work and relationships

- Demonstrates servant leadership principles with internal/external customers and suppliers

- Demonstrates innovation/creativity in work

- Possesses strong work ethic and takes ownership of both company and client goals/objectives

- Focused on understanding, meeting and exceeding customer expectations

- Focused on collaboration and team work for the mutual success of the company and its employees

Travel Expectations:

- Possible periodic travel between our Kansas City and Chicago offices

Posting Qualifications:

- High school diploma or equivalent

- 2-4 years customer service experience

- Order Management experience highly preferred

- Knowledge of customer service principles and practices

- Some industrial business to business product knowledge is preferred

- Proficient in using Microsoft Suite of products including Excel, Word and PowerPoint

- Proven written and oral presentation skills

- ERP and/or CRM software experience

- Willingness to be trained on and then occasionally use material handling equipment desired, but not required

At HM Cragg, we invest in your growth with training, tuition assistance, and development opportunities, including the potential for advancement within the company. As a Customer Service Representative, you will receive a monthly cell phone reimbursement. As an employee-owner, you'll receive shares of stock in our company each year that you meet eligibility requirements. You'll enjoy additional benefits such as PTO and paid holidays, company-paid Life and Disability insurance, 401k match, and contributions to Medical, Dental, and Vision Insurance.