CSR & Order Processor

TecNec Customer Service Representative (CSR)

A 100% Employee-Owned company, Tower Products Incorporated is well-regarded as well as one of the largest and most successful supply companies in the nation. We truly are a customer first company, where our employee-owners take pride in the work we do, with trust and respect in each other. We look to work with problem-solvers who want to be part of our team and can help us serve our expansive base of high-profile customers.

As a TecNec Customer Service Representative (CSR) you are part of a team that trusts, helps, and supports each other.

You are expected to bring a "can do" approach to business. Through training and collaboration, you will continually build your foundation for your future, your professional growth and career opportunities not only in sales but potentially anywhere in our company.

You will learn about the basic facets of our business, from marketing, to sales, to purchasing, to manufacturing, to shipping and receiving to accounting.

You will learn how we generate revenue and how to do so profitably.

You will be the first point of access for many of our resellers and will be responsible for helping them navigate to where they will be best served.

You will always put the customer first with Tower's bottom line in mind.

You will be responsible for assisting and supporting any and all customers.

You will be directly responsible for those customers with transactions assigned to you.

Customers primarily arrive by phone & email. Occasionally by web or chat and the expectation is you have an ability to prioritize, multi-task and manage all channels effectively.

You will learn how to engineer orders & quotes under $10K without managerial supervision or approval, considering all possible discounts, registration programs, shipping restrictions, etc.

You will have opportunities to enhance your technical skill set to better your knowledge of our industry and the various markets we serve.

You will work and will be slowly introduced to vendors and will begin building your network of business partners on a small scale.

You will be a great addition to our team!

Key Responsibilities:

• Prepared to begin working at the start of your shift.
• Express sales meeting coverage
• Handle & qualify inbound communications such as calls, sales@ emails, chats
• Direct handling of customers includes but not limited to efficiently providing:
  • Standard pricing and availability
  • Order status and PO follow-up
  • Returns assistance.
  • General questions. (i.e. operational inquiries, directions)
  • Basic shipping quotes
  • Basic product recommendations based on knowledge level
  • Troubleshooting and reporting website issues
  • Basic order entry
  • Call routing to other departments
  • Receiving & routing tax certs, credit applications, or catalog requests
  • Basic understanding of distributed lines
  • Registration
  • Discounts
  • Fees
  • Shipping programs and restrictions
• TecNec inbox qualify, distribute, handle and manage TecNec sales inbox
• Returns will handle all RMAs/Returns/Return follow-up for unassigned accounts/web orders. Will handle Returns-based sales@ emails.
• Web will be responsible for general follow up and customer interaction for open unassigned web orders.
• Is exempt from handling web orders already being handled by another CSR.
• KanBan rush entry and management.
• House brands basic knowledge will be acquired through brands training.
• Contacts add, edit, attributes, (de)activate, manage all aspects of contacts.
• Order entry become fluent and accurate in all aspects of order entry.
• Employee manual know, inquire & understand
• Core values know, inquire & understand

Knowledge and Skills Requirements:

• Microsoft Office experience preferred
• Previous customer service experience preferred
• Strong interpersonal and communication (verbal/written) skills
• Solid organizational skills
• Ability to multitask
• Attention to detail
• Critical thinking
• Ability to recognize and outline available resources
• Comfortable with team collaboration
• Previous multimedia experience a plus, but not required (broadcast, pro-audio, video, etc.)
• Bilingual skills are welcome but not required for immediate job openings.

Potential incentives based on sales and margin

Competitive benefits include:

• Medical, dental, and vision insurance
• Life insurance
• Paid time off
• 401(k) retirement plan
• Profit-sharing bonus program
• Employee stock ownership plan (ESOP)

Tower Products Incorporated

100% Employee-Owned

Located in Saugerties, NY

Equal opportunity employer (EOE)

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

MondayFriday, 8:30 am-5:00 pm / 9:30 am-6:00 pm Full-time, non-exempt, 40-hour week, On-site