Customer Service Representative - 2719

Customer Service Representative

Summary: Responsible for working with customers and Pro-Seal sales representatives satisfying quote requests, entering orders, issuing purchase orders and expediting progress of all of these transactions. Provide high value customer service through real time responsiveness, accuracy in work and a pleasant disposition.

Responsibilities of the Customer Service Representative include, but are not limited to:

• Assist outside sales representatives in the selling of products represented by Pro-Seal. Solicit sale of new or additional products (upsell). Survey potential markets and customers for increased sales. Determine cost of purchases and issue quotations on a timely basis. Provide all necessary follow-up, record keeping and expediting.
• Continually work at developing product knowledge in order to understand and have competency in product application and problem solving. Coordinate technical services to inform customers of new types, specifications and end uses of products. Learn and know competitive products and companies.
• Communicate with customers by telephone or in person, receive orders, and perform the required follow-up to process orders and ensure on-time delivery of products. Incorporate vendor discounts into the sale. Familiarity with vendor order requirements is necessary. Satisfy customer orders via Pro-Seal inventory or spot-buys as required.
• Properly utilize and constantly update knowledge of computer operating software as it relates to all aspects of customer service. Maintain an understanding of how the operating system drives the activities in the sales effort.
• Utilize our vendor electronic resources for information gathering on products, outstanding orders, entry of orders, product availability and pricing.
• Manage customer problems that may arise from the purchase of the product. Coordinate investigation with manufacturers for customer complaints regarding quality, tolerances, specifications, and delivered condition of products. Follow-up to see the complaint was resolved to customer's satisfaction. Forward complaints concerning billing, services rendered or service failures to designated departments for further follow up. Inform all concerned personnel of the status and disposition of the customer complaints and requirements.
• Work according to the principals and procedures in the Pro-Seal Quality manual. Continually evaluate standard procedures to improve efficiency. Perform all assigned tasks in a timely manner. Work in a safe and ethical manner, and continually participate as a positive, contributing team member.
• Achieve self-improvement by attending training sessions, in-service and workshops conducted by Pro-Seal and/or other approved agencies.
• Perform other duties as assigned by the Customer Service Supervisor.

Qualifications of the Customer Service Representative include, but are not limited to:

• Must possess experience in the application and operation of various types of industrial processing equipment.
• Must have experience in the use of manufacturers catalogs and pricing sheets.
• Must be capable of a high level of communication with outside sales staff.
• Prior experience in sales is highly desirable.
• Knowledge of computerized business systems desirable. Must be willing to attain this knowledge through training and continuing education.
• Must be a proactive, confident, and self-directed person focused on customer service and project completion.
• Ability to stay organized, work productively and efficiently is required.
• Must be willing to work overtime hours should conditions arise.
• Must be able to follow written/verbal directions from the Inside Sales Manager or the respective designee where applicable.
• Must have pleasant and courteous manner and be able to relate well to customers, vendors, Pro-Seal employees and all groups using the building.
• Must be able to maintain composure in emergency situations.
• System: Computer Licenses (Microsoft Office, SAP). Network (Sales Drive)

Additional Information:

• Physical Demand:N/A
• Working Conditions: Office Environment
• Training/Certifications: N/A
• Shift Time/Overtime: Monday through Friday, 8:00 a.m.-5:00 p.m., some overtime as necessary.
• Travel: N/A
• Education: High School Diploma or GED required