Customer Service Representative

The Customer Service Representative is a key front-line contact for customers and internal sales personnel. The Customer Service Representative works closely with the Regional Sales Managers to exceed customer expectations and build long lasting customer relationships. They are well versed in E-Switch products and approach each customer, sales rep and distributor interaction in a friendly and helpful manner while following procedures in the best interest of the company. Responsibilities/Accountabilities Receive and process orders from customers, sales reps and distributors. Expedite or otherwise supply information requested by the customer as to the delivery and/or price of their orders. Quote pricing based on established pricing guidelines. Help provide cross-reference information from competitors’ product to E-Switch product. Manage routine customer problems and refer escalated customer issues appropriately. Process requests for returns and make appropriate adjustments to best satisfy customer needs. Confirm customer orders via e-mail or EDI to customer and sales team. Process sample order requests. Forward tracking and delivery information to customers as required. Provide backup support to Regional Sales Managers and Distribution Manager as needed. Participation in Customer, Distributor or Representative reviews as required. Actively contribute and participate in meeting departmental/company goals and objectives. Monitor and service customer’s request via E-Switch’s online chat. All other duties as assigned. Behaviors and Expectations Customer Focus: Understands the needs of our customers and how to make them consistently satisfied; Looks to bring new ideas, products and always provides solutions to customer problems; Responds quickly to customer requests and addresses inquiries with urgency; Delivers high quality work product on time every time without exception. Problem Solving & Decision Making: Analyzes issues to get to root cause and breaks down a problem into areas for resolution; Generates alternative solutions; Makes fact-based decisions in a timely manner and communicates to all stakeholders. Communication / Interpersonal Skills: Clear communications; Professional in interactions; Listens wells, is respectful of others and can adapt well to changing circumstances; Keeps supervisor and direct reports informed of key issues and relevant decisions. Positive Energy: Makes the workplace enjoyable and a place that others want to be a part of; Creates supportive and welcoming environment and is approachable to others; Assumes positive intent of others when approaching questions or conflict resolution. Leadership & Talent Development Provides clarity of vision, strategy, and sets priorities for execution; Possesses business acumen, strategic thinking and financial understanding; Conveys enthusiasm and consistently develops talent for the future. Qualifications Enthusiastic customer service attitude with unwavering commitment to the customer, team, and company. Superior communications skills, both verbal and written. 2+ years of prior customer service experience within a similarly related industry. Proficiency with Microsoft Office programs (Word, Outlook, Excel). Prior experience with ERP systems is preferred. Ability to prioritize demands and work in a fast-paced environment. Excels in collaborative work environment with excellent interpersonal skills. Strong attention to detail and drive for accuracy. #J-18808-Ljbffr