Customer Service Representative

Job Description

The Customer Service Representative is responsible for managing accounts through reactive and proactive telephone contact and email to maintain and grow sales as well as provide technical support to customers. Perform, execute, and coordinate all work including technical matters related to customer service activities. A day in the life of a CSR can look like:

• Service customer requests for quotes and orders received through multiple channels of communication.
• Convert quotes to orders.
• Consult with sales on commercial and technical issues as required.
• Assist customers with accurate transactions and industry specific product information.
• Provide conveyor recommendations and technical assistance for conveyor belting solutions.
• Utilize telephone sales and support skills to create interest and offer value-added products and services to customers.
• Build and expand customer relationships and help ensure replacement and increased business.
• Meet or exceed departmental KPI requirements.
• Handle RGAs credits and complaints as needed.
• Other projects and duties as assigned.

We are looking for you to have:

• 2 to 5 years of previous business to business customer service experience or college degree preferred.
• Excellent verbal and written communication skills.
• Strong mathematical and technical aptitude.
• Self-managed, team player, who can work independently.
• Experience with a CRM (SalesForce), MRP/ERP System, order management, and a call center environment.
• Experience in a manufacturing environment is desirable.
• Working knowledge of Windows-based software.
• Understanding part numbers, policies and products.
• Compliance in price policies, discount structures, and fees.
• Spanish bilingual a plus.
• Must be able to work in the US.

Competencies:

• Excellent communication and follow-up skills.
• Drives results and deadline driven
• Detail oriented
• Planning and organizing
• Communicates effectively
• Influence, negotiate and impact results
• Are accountable to others
• Have the courage to challenge the status quo
• Are honest with co-workers and customers
• Able to be innovative problem solvers
• Are engaged team members
• Add value to the Company
• Expects excellence of self and others
• Oversees top customers
• Understands, simplifies and acts to improve processes