Customer Service Specialist

Position Summary

Partner with outside sales and management to drive the Company’s strategic vision of being a Brand of Choice for customers; serve as the customer’s advocate by responding to inbound inquiries, exceeding expectations by providing superior customer service to increase customer attraction and retention; collect market data to create and analyze reports resulting in gross margin management; collaborate with manufacturing to ensure operational excellence.

• Respond to the customer’s needs as well as outside sales requests in “real time” for price quotations, order entry and placement and communicate order status to customer.
• Develop and maintain relationships with customers to ensure proper support and provide a positive customer experience to instill confidence and comfort in every transaction
• Prepare quotes, order entry, resolve queries and manage production on orders utilizing the ERP system
• Utilize the Company’s customer relationship management (CRM) system to maintain complete call records and valid customer/account information which supports increased product sales goals
• Coordinate delivery times with production and Operations Lead to achieve customer satisfaction when normal lead times are not adequate
• Work with production team for will call and customer pick-up activities to ensure order accuracy and an expedited yet high-level courteous experience inside of the branch.
• Work with vendors to obtain information regarding pricing and specifications to complete and execute on project deliverables
• Demonstrate an expertise in collaborating with multiple functions, including sales partners, internal business partners, and acts with a sense of urgency on customer feedback
• Assist in management of both freight and warranty claims
• All other duties as assigned

A high school diploma or GED is required. An undergraduate degree from an accredited college or university with a focus in Business Administration, Finance, Accounting, Economics, Marketing, or related discipline is preferred. In the absence of a degree, directly related job experience serving in strategic account management and industrial sales role, where a number of years and proven knowledge may offset the degree requirement.

• A proven track record of building and maintaining effective customer relationships within different organizations to meet or exceed established goals for product sales
• Demonstrated strong organizational abilities and prior experience utilizing a Customer Relationship Management system for business information tracking
• Demonstrated ability to work with internal and external customers providing exceptional customer service
• Requires solid written and verbal communication skills
• Demonstrated mechanical aptitude
• Strong analytical, conceptual, and planning skills are required.
• Excellent math skills and overall PC literacy (Microsoft Office) are required.
• Must be detail oriented, self-motivated, and disciplined with the ability to multi-task.
• Works with a continuous improvement mindset.
• Must successfully complete drug screen, physical and E-Verify