Customer Service Rep

Job Description

Job Description

ESSENTIAL DUTIES:

• 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 schedule to allow for opportunity to call on past or prospective new customers for current or future needs.
• Responsible to ensure 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 (RSM’s) and sales representatives regarding customer opportunities, orders, and issues.
• Follow up on lost business 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 customer as required.
• Completes initial lead follow up and communicates results to RSM, Marketing and appropriate management.
• Maintain customer information as needed for contacts, routing etc.
• Assist in business development activities i.e., direct mailings, samples and follow up calls.
• Quality is everyone’s responsibility.
• Other duties as assigned.

MINIMUM EXPERIENCE & SKILLS REQUIRED:

• Associate degree and 3 years customer service or inside sales experience, OR equivalent combination of education and experience. 
• 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.    
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