Customer Service Representative

Customer Service Representative

Essential Duties & Responsibilities

• Respond to customer inquiries by telephone and email, providing requested information or directing inquiries to the appropriate department or individual.
• Enter sales orders into the system, review orders for accuracy, and contact customers to obtain any missing information.
• Provide price quotations and respond to customer questions regarding orders, products, pricing, delivery schedules, and availability.
• Monitor and trace order status, communicate schedule dates and changes to customers, and help ensure timely order completion.
• Analyze transactions, identify discrepancies, correct records, and make necessary adjustments.
• Maintain communication and coordination with Sales and other internal departments to support order completion and customer satisfaction.
• Support the Sales Region by providing product samples and other requested sales support.
• Develop and maintain strong, sustainable relationships with assigned customers by understanding their specific requirements and identifying opportunities to improve processes and service.
• Maintain working knowledge of all product lines, pricing, delivery timelines, drop-ship items, marketing promotions, and other relevant product or service information.
• Perform other duties as assigned.

Key Competencies

• Problem Solving: Identifies and resolves issues in a timely manner; gathers and analyzes information; develops alternative solutions; exercises sound judgment.
• Customer Service: Responds promptly and professionally to customer needs; handles difficult situations effectively; follows through on commitments and seeks opportunities to improve service.
• Communication: Communicates clearly and professionally, both verbally and in writing; actively listens, asks appropriate questions, and effectively presents information.
• Planning & Organization: Prioritizes workload, manages time effectively, coordinates multiple tasks, and develops realistic action plans.
• Innovation: Demonstrates creativity and resourcefulness; identifies opportunities for process improvement and develops practical solutions.

Qualifications

• Strong written and verbal communication skills.
• Customer service experience within a manufacturing environment strongly preferred.
• Bachelor's degree from a four-year college or university preferred.
• 23 years of related customer service or call center experience and/or training, or an equivalent combination of education and experience.
• Intermediate proficiency with Microsoft Office and Microsoft Teams.
• SAP and AS400 experience preferred, as both systems will be used regularly in this position.
• Ability to work effectively with customers, Sales, and internal departments to resolve issues and ensure orders are completed accurately and on time.

Physical Demands & Work Environment

• Approximately 75% of the position is spent sitting in an office environment, working on a computer and telephone.
• Approximately 25% of the position involves interacting with employees and management, including attending meetings.
• Ability to move throughout the facility as needed to attend meetings and interact with employees and management.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services. Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.