Customer Service Representative

Description

Overview

This position is responsible for interacting with and retaining customers by answering product and service questions, suggesting information about other products and services. The Customer Service Representative will also process orders, prepare correspondence and fulfill customer needs to ensure customer satisfaction. The goal is to ensure excellent service standards and maintain high customer satisfaction.


Responsibilities

• Receive and enter sales orders and return merchandise into ERP system;
  • Orders may be submitted by Customers or Rowley Account Representatives via: telephone, fax, vendor websites, walk-ins, customer service telephone, inbox and email.
• Enter request for equipment repair or service work into SX Service Warranty Module;
• Assist customers with technical product information;
• Provide recommendations regarding product selection based on research utilizing the internet, supplier catalogs fitment manuals, vendor interaction and any other reliable source for relevant information;
• Determine answers to Customers' order-related questions and concerns including order status, pricing issues, changes to orders, product availability, and expected delivery times;
• Generate sales and/or leads and procure orders through outbound phone marketing as requested;
• Work closely with other departments to assure customer satisfaction and retention by the exceptional service provided;
• Resolve customer complaints via phone, email, mail or social media as required

Competencies

• Sense of Urgency
• Good Business Judgement
• Desire for Continuous Improvement
• Teamwork
• Focused
• Conflict Resolution
• Ability to Work Under Pressure
• Time Management

Hours

This is a full time, on-site, hourly position. The weekly schedule is Monday through Friday from 8AM to 5PM.

Dress Code

Business Casual.

This job description is not meant to be inclusive of all job functions, and job functions may be added or changed from time to time as directed by your supervisor.

Requirements

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear as well as sitting and working at a desk for 8+ hours, using a keyboard and phone/headset. The employee must able be capable to lift up to 35 pounds occasionally during the day for Will-Call orders.

Required Experience

• High school diploma or equivalent
• 1+ year customer service experience
• Phone, computer, email, and fax experience
• Microsoft Office Suite - specifically Word, Excel, and PowerPoint

Preferred Experience

• Familiar with ERP systems and practices