Customer Service Specialist

Description

Position Summary

Partner with outside sales and management to drive the Company's strategic vision of being a Brand of Choice for customers; serve as the customer's advocate by responding to inbound inquiries, exceeding expectations by providing superior customer service to increase customer attraction and retention; collect market data to create and analyze reports resulting in gross margin management; collaborate with manufacturing to ensure operational excellence.

Requirements

Job Duties

1. Respond to the customer's needs as well as outside sales requests in "real time" for price quotations, order entry and placement and communicate order status to customer.

2. Develop and maintain relationships with customers to ensure proper support and provide a positive customer experience to instill confidence and comfort in every transaction

3. Prepare quotes, order entry, resolve queries and manage production on orders utilizing the ERP system

4. Utilize the Company's customer relationship management (CRM) system to maintain complete call records and valid customer/account information which supports increased product sales goals

5. Coordinate delivery times with production and Operations Lead to achieve customer satisfaction when normal lead times are not adequate

6. Work with production team for will call and customer pick-up activities to ensure order accuracy and an expedited yet high-level courteous experience inside of the branch.

7. Work with vendors to obtain information regarding pricing and specifications to complete and execute on project deliverables

8. Demonstrate an expertise in collaborating with multiple functions, including sales partners, internal business partners, and acts with a sense of urgency on customer feedback

9. Assist in management of both freight and warranty claims

10. All other duties as assigned

Education:

A high school diploma or GED is required. An undergraduate degree from an accredited college or university with a focus in Business Administration, Finance, Accounting, Economics, Marketing, or related discipline is preferred. In the absence of a degree, directly related job experience serving in strategic account management and industrial sales role, where a number of years and proven knowledge may offset the degree requirement.

Experience & Skills:

• A proven track record of building and maintaining effective customer relationships within different organizations to meet or exceed established goals for product sales

• Demonstrated strong organizational abilities and prior experience utilizing a Customer Relationship Management system for business information tracking

• Demonstrated ability to work with internal and external customers providing exceptional customer service

• Requires solid written and verbal communication skills

• Demonstrated mechanical aptitude

• Strong analytical, conceptual, and planning skills are required.

• Excellent math skills and overall PC literacy (Microsoft Office) are required.

• Must be detail oriented, self-motivated, and disciplined with the ability to multi-task.

• Works with a continuous improvement mindset.

• Must successfully complete drug screen, physical and E-Verify