Customer Service Representative

Position Title: Customer Service Representative Department: Sales Reports To: Inside Sales Manager-Americas Location: Chagrin Falls, OH FLSA Status: Non-Exempt

SUMMARY

A high-energy, results-oriented sales professional providing timely support to customers, distributors, and Regional Sales Managers. Develops quotations and processes sales orders to meet customer needs. Acts as a liaison between the ZOOK Sales team and customers by providing information, service, and technical support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Processes new sales orders to deliver customer requirements. Prepares quotes with price and delivery. Opens and maintains customer accounts. Recommends potential products or services to meet customer needs. Supports the sales team with quotes, pricing, lead times, and order processing. Coordinates expedite requests with Operations and keeps customers and Sales informed of order status. Collaborates with other departments as needed to meet special requirements. Handles customer calls and electronic inquiries for assigned products. Maintains records of customer requests and interactions. Responds to product or service problems by understanding customer concerns, investigating causes, recommending solutions, and following up to ensure effective resolution. Performs other duties as assigned.

CRITICAL BEHAVIORS

Contribute to a professional and respectful work environment. Provide timely responses to internal and external customer requests. Communicate effectively by phone, electronically, and in person. Complete assigned work accurately and on time. Demonstrate strong teamwork, collaboration, and organizational skills. Actively listen and adapt communication style to the intended audience. Collaborate with others to resolve problems and drive improvements. Be able to understand the relationship between customers, representatives (channel partners), and the factory.

QUALIFICATIONS

High School Diploma or GED; Bachelor's degree preferred. Minimum of 3-5 years of experience in customer service and/or inside sales or equivalent experience in a related field. Proficiency in Microsoft Office and ERP systems. Strong problem-solving and conflict resolution skills. Excellent time management and attention to detail with the ability to multi-task and meet critical deadlines. Candidates with an industrial or instrumentation background. #J-18808-Ljbffr ZOOK Enterprises, LLC