Customer Service Associate

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The position requires full-time work of 40+ hours per week during regular business hours of 8:00 a.m. to 5:00 p.m. with required flexibility from the employee to work extra hours when needed.

This position works on the customer service team to serve customers and the sales team, fulfilling orders and quotes in an accurate and timely manner, developing customer relationships, understanding and interpreting technical tooling requirements and other product information.

• Understands and achieves customer service objectives and goals
• Completes quotes and orders to meet customer needs
• Follows up on orders, shipping, promise dates, backorders, etc. to serve customer needs
• Serves as primary point of contact for the customer and outside sales
• Utilizes the company ERP and CRM systems and accurately enters and processes data
• Works closely with outside sales reps to ensure complete customer satisfaction
• Supports sales and customer service by building customer rapport, providing technical information and explanations, and preparing quotes
• Fills orders by transferring orders to fulfillment, creates necessary purchase orders, communicates the expected delivery date and explains stock-outs
• Identifies and performs problem-solving when issues arise and provides updates to customers
• Coordinates with internal departments such as finance, warehouse, and others
• Complies with customer records, pricing agreements, and contract documentation
• Tracks orders and quotes and ensures timely communication for on-time delivery of products
• Develops accounts by checking customer's buying history, suggesting related and new items, and explaining technical features
• Maintains and improves quality results by following standards and recommending improvements
• Handles and deescalates customer service concerns
• Updates job knowledge on new product descriptions and participates in educational opportunities
• Accomplishes department and organization goals by accepting ownership for new and different requests and exploring opportunities to add value to job.
• Participates in industry training classes to gain knowledge and develop best practices
• Perform other duties when necessary

• High school education or equivalent
• Strong customer service skills, experience, or willingness to learn
• Preferred experience in industrial product sales / customer service
• Technical understanding and ability to become expert on industrial product and services
• Data entry skills with attention to detail and accuracy
• Good time management, follow-up, and prioritizing of tasks
• Strong verbal and written communication skills
• Ability to build rapport and relationships

• Customer Service - Responds promptly to customer needs and fulfills commitments
• Interpersonal Skills - Is respectful and able to relate well with others
• Oral Communication - Responds well to questions; demonstrates ability to convey messages
• Written Communication - Able to read, interpret, and convey information effectively
• Teamwork - Able to work effectively on a team, giving and welcoming feedback
• Analytical - Uses facts, intuition, data, and experience to make decisions
• Problem Solving - Gathers & analyzes information; identifies & resolves problems
• Technical Skills - Pursues training and development, shares expertise with others
• Change Management - Is open to change and supports others affected by change
• Cost Consciousness - Uses organizational resources wisely and effectively
• Diversity - Shows respect and sensitivity towards differences of others
• Ethics - Works with integrity and performs work honestly
• Organizational Support - Follows policies & procedures; supports organization's goals & values
• Strategic Thinking - Adapts strategy to changing conditions
• Judgment - Exhibits sound decisions; explains logic and involves others
• Motivation - Demonstrates desire to succeed and achieve excellence
• Planning/Organizing - Prioritizes work activities; manages time; sets goals and action plans
• Professionalism - Approaches others in a tactful manner; reacts well under pressure
• Qualit…