Customer Service Rep - Team Lead

Overview Customer Service Representative at Total Safety Essential Duties Answers incoming calls, greets customers cordially and provides timely responses to customer inquiries related to product and service orders, delivery, and pricing. Researches price and delivery using system information and confirms verbally as necessary, while calculating pricing within margin guidelines. Ensures all required information is obtained and that supporting documents are completed correctly. Takes orders by phone, fax, email, and web‑based systems and enters the order entry system, clarifying customer specifications as needed. Enters customer orders into the system accurately and in a timely manner. Communicates terms and conditions and ensures required documentation—such as letters of credit, delivery bonds, shipping and freight forwarding requirements—is complete. Handles customer complaints, processes returns, and determines acceptance and credit according to established sales, warranty policies and procedures. Works with accounting to ensure complete resolution of issues and customer satisfaction. Reviews customer open‑order and back‑order reports daily to proactively resolve potential issues; contacts customers when there are difficulties in fulfilling orders, meeting delivery times, adjusting pricing, or addressing other issues. Follows up with internal contacts as needed to quickly resolve issues. Sets up new customer accounts in accordance with policy and procedures. Enters data from various sources to maintain and update databases and spreadsheets, tracking project costs and schedule performance, and verifies input and calculations to ensure data integrity. Maintains a close alliance and dialogue with assigned Sales Account Managers to ensure all customer needs are properly serviced and contacts other departments or external contacts to clarify, obtain, and furnish information. Assists others in the department as necessary. Skills and Experience Customer service/sales experience in‑house or a similar environment, with knowledge of departmental function, procedures, terminology, and interrelationships. Experience in industrial safety commodities and/or rental equipment products and services. Excellent PC skills, proficiency in MS Office programs, and ability to quickly learn new software such as RentalMan. Comprehensive, specialized knowledge of company services and applications. Proficiency with order entry/customer service applications, word processing, and spreadsheet software. Ability to maintain spreadsheets and modify formats to complete assignments. Effective problem‑solving and interpersonal skills to communicate and resolve customer issues. Strong mathematical skills, including adding, subtracting, multiplying, dividing, computing rates, ratios, and percentages in all units of measure. Capability to handle diverse tasks simultaneously, manage interruptions, and meet or exceed production and quality goals. Attention to detail, strong planning, organization, and time‑management skills. Ability to handle confidential or sensitive information. Working Environment Spends most of the time in an office environment with occasional visits to shopping areas; must handle moving or lifting office supplies as required. Educational Requirements High school diploma or GED plus additional specialized courses or an associate’s degree in a related field. Equal Employment Opportunity Total Safety and its subsidiaries afford equal opportunity in employment to all individuals regardless of race, color, religion, sex, age, national origin, pregnancy, familial status, disability status, veteran status, citizenship status, genetic information or any other characteristic protected under Federal, State or Local law. Total Safety is an Equal Opportunity Employer. #J-18808-Ljbffr Total Safety