Customer Service Representative

Overview

SUMMARY: The Customer Service Representative is the first line of contact for customers and is key to representing the company in an efficient, knowledgeable, and professional manner. This role supports the inside & outside sales team by providing product information, accurately entering orders, quoting and assisting with any order issues while building and maintaining customer relationships.

• Accurately enter and process orders, track order status, and expedite as necessary to ensure on time delivery.
• Service existing accounts by regularly communicating with specified contacts and checking with them for any potential needs, to build and maintain loyal customer relationships.
• Help establish new accounts by planning and organizing daily work schedules to allow for opportunities to call on past or prospective new customers for current or future needs.
• Responsible for ensuring customer retention and growth through strong relationship management metrics.
• Present products effectively, up-sell and cross sell additional products as appropriate and generate referrals when possible.
• Interact daily with Regional Sales Managers (RSMs) and sales representatives regarding customer opportunities, orders and issues.
• Follow up on lost business in an effort to reactivate dormant accounts.
• Qualify customer RFQ’s to ensure accurate cross-referencing, UOM and prospective package is ready for hand off to shipping department.
• Forwards quotations to customers as required accurately and efficiently.
• Completes initial lead follow up and communicates results to RSM, Marketing and appropriate management.
• Maintain customer information as needed for contacts, routing instructions, etc.
• Assist in business development activities, i.e., direct mailings, samples and follow-up calls.
• Assist with phone coverage for the receptionist breaks and lunch.
• Quality is everyone’s responsibility.
• Other duties as assigned.

• Associate degree and 2+ years of customer service or inside sales experience, OR equivalent combination of education and experience.
• Proven experience with order/data entry and/or quoting.
• Must be able to fluently read, write and speak English.
• Proficient typing skills/experience, solid computer skills and experience in MS Office Suite.
• Excellent attention to detail, strong organizational skills and ability to work independently as well as part of a team.
• Effective time management and follow-up skills, good written and verbal communication skills and strong telephone skills.
• Experience with ERP software, preferably IQMS.