Customer Service Representative

Inside Sales RepresentativeThe Inside Sales Representative is responsible for interacting with customers, provides information, solicits sale of new or additional business, resolves complaints and records information into computer, assisting customers in placing orders, and provides guidance to customers and advice relative to their business operations Pay Range: $28.84/hour to $35.10/hourKey Responsibilities:Receives, processes, and follows up on inquiries as necessary for sales orders.Prepares price quotes and initiates order entry process.Maintains and keeps current pertinent database information such as sales records and price pages.Discusses any complaints from customers and refers complaints to designated departments for investigation.Maintains contact with management of specifically assigned accounts.Maintains a continuing knowledge of steel wire products.Represents and assists Sales Representatives and Sales Managers.Coordinates paperwork flow until billing is completed.Coordinates with production, scheduling, and shipping to meet established schedules as customer requires.Assists customers in all aspects of order placement, including answering product questions, preparing price quotes, order status inquiries, providing information on shipping or billing, and addressing complaints or concerns.Initiates order entry process and accurately enters data into ERP.Ensures a balance between company policy and customer benefit by using effective decision making and communicating to customers.Handles issues in the best interest of both the customer and the company.Handles complaints from customers and provides appropriate solutions.Refers complaints to designated departments for investigation when necessary.Enhances existing relationships by informing customers of newly available product offerings.Maintains contact with management of specifically assigned accounts.Assist in sample and literature requests, tracking back orders and pulling customer information and/or report data, etc.Partners and collaborates with Sales Representatives and Sales Manager to ensure that all customer activity is handled promptly and thoroughly.Coordinates paperwork flow until billing is completed.Coordinates with production, scheduling, and shipping to meet established schedules as customer requires.Other duties as assigned.Job Requirements:Education & Experience: High School or Equivalent – Bachelor's preferredMust be 18 years or older due to work environment and labor lawsMust be able to pass preemployment background, drug/alcohol, and physical screeningsTwo years of experience of customer service within a manufacturing environment preferredMust be able to apply concepts of basic algebra and geometry, as well as calculate figures and amounts such as: discounts, interest, commissions, proportions, percentages, area, circumference, and volume.Ability to read and interpret documents such as operating and maintenance instructions and procedure manualsAbility to write routine reports and create professional correspondence.Ability to speak effectively and present before groups of customers, or employeesAbility to apply common sense understanding to carry out instructionsAbility to think strategically and problem solve effectivelyMust be able to type 50+ words per minuteIntermediate skill with computer and Microsoft SuiteProfessional Phone MannerMust be able to understand or gain understanding of Washington Department of Transportation regulations including height, width, and weight restrictions for all common carriersExcellent written communication and documentation skillsMust be able to work independently, as a team, and be able to work with both internal and external customersMust be able to communicate effectively in English, both verbally and in writing, to follow safety procedures, understand work instructions, complete documentation, and communicate with coworkers and supervisors.Authorized to work for any employer in the United States of AmericaPhysical Requirements:Must be able to occasionally work in a dusty environment around metalsSight – hand and eye coordination, depth perception needed to operate computerHearing – must be able to hear others on the phone or in person, warning sounds of forklift and other heavy machinerySpeech – must be able to communicate effectively with others while workingMust be able to stand, bend, kneel, and lift seldom to occasionalMust be able to sit, twist, reach, grasp, and fine manipulation occasional to constantMust be able to squat, stoop, kneel, reach overhead seldom to occasionalMust be able to lift up to 20 pounds occasionallyKey Competencies:Customer Service - Responds promptly to customer needs, solicits customer feedback to improve service, meets commitments.Oral Communication - Speaks clearly and persuasively in positive or negative situations.Business Acumen - Demonstrates knowledge of market and competition.Organizational Support - Completes administrative tasks correctly and on time.Professionalism - Reacts well under pressure.Safety and Security - Observes safety and security procedures.Success Measures:High level of accuracy/professionalism in order entry and communicationsStrong follow up skillsPositive customer relationshipsMaintain regular and punctual attendanceAccomplish specific objectives as defined in quarterly, yearly or periodic Performance ReviewsAccept assignments with open, cooperative, positive and team-oriented attitude and demonstrate the flexibility to take on other duties as neededDemonstrate a thorough knowledge of all aspects of department operationFollow department standard operating proceduresSupport other team members/positive organization relationshipsComplete projects and customer inquiries within specified timeframeSales performance in territory/for assigned customersDisclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.