Customer Service Representative

Customer Service Representative

The Customer Service Representative is the front line of support for Balco's customers. This role assists customers with order entry, answers questions, and helps resolve complaints. Additionally, this role provides internal customer service to Outside Sales.

Responsibilities:

• Communicate effectively with customers, contractors and architects through various channels
• Respond promptly to customer inquiries, acknowledge and resolve customer complaints, communicate and coordinate with colleagues as needed
• Coordination of Orders, Quotes, Samples, and Detail Requests
• Order entry into JD Edwards (JDE) database
• Order completion/preparation of orders for Scheduling
• Entry or approval of physical samples / literature
• Entry or approval of detail requests to Drafting
• Quoting for reps or customers
• Offer solutions for problems with product or processes and initiate preventative and corrective actions
• Maintain accurate detail of job history in the ERP system and Sales folders
• Provide special pricing for reps as needed
• Perform other duties as needed

Knowledge & Skills:

• Ability to communicate professionally and effectively both orally and in writing
• A passion for helping others and a positive, solution-oriented attitude
• Ability to develop and maintain strong relationships with clients and team members
• Ability to maintain composure during difficult conversations
• Ability to multi-task and prioritize tasks in accordance with business needs
• Technical aptitude and ability to effectively utilize Microsoft suite programs and an ERP system and run reports

Experience:

• 2 or more years of experience in a customer service role utilizing an online ordering platform and providing technical support
• Experience troubleshooting technical problems and providing solutions
• Experience utilizing MS Suite, Crystal Reports, and ERP software
• Experience working with or in architectural, construction, or engineering firms or similar is preferred but not required

Education:

• High school diploma or equivalent is required

Other Requirements:

• This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.