Customer-oriented service representative to provide customer support, quoting, order management support, claim management, sales support, provide product/services information and resolve with accuracy and efficiency any emerging problems that our customers require assistance with. The goal is to ensure excellent service standards and maintain a high level of customer satisfaction.
Essential Duties and Responsibilities Includes the following:
Effectively manage various administrative tasks, including incoming calls, order processing, inquiries, issues, filling, and database information, writing credits, quoting as required, expediting orders, information and sales reporting
Identify and assess customers' needs to achieve satisfaction
Strong verbal, written communication and presentation skills
Operate as the lead point of contract for all matters specific to your customers and outside Sales Reps and Manufacturing Reps
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions and quoting, outstanding issues, process customer accounts and file documents/save documents in CRM application as required
Engage customers proactively, be knowledgeable of upcoming needs, forecasts, expected changes, expectations, etc.
Other tasks and special projects are required
Qualification Requirements:
Education and/or Experience:
College education (Associate's degree, Bachelors preferred) recommended but not required
2-4 years in proven customer support and order management experience, preferably in the manufacturing industry setting
Strong written and verbal communication skills
Track record of over-achieving quota and excellent teamwork skills
MS Office & Mathematical Skills:
Strong proficiency in MS Office products, including MS Word, PowerPoint, Excel and Outlook, preferred
Experience using Excel preferred
Basic math and writing/grammatical skills and capabilities
Reasoning Ability:
Customer orientation and ability to adapt/respond to different types of characters
Flexible, patient, empathetic to customer issues and situations
Strong capability in reasoning and managing customer issues and thinking through opportunities to upsell and cross-sell products and services that are the best fit for both the customer and company.
Work Environment:
Ability to work in a fast-paced environment while multi-tasking and keeping a positive attitude
Additional Skills/or Abilities:
Strong phone contact handling skills and active listening
Familiarity with CRM and ERP systems and practice
Ability to multi-task, prioritize and manage time efficiently
Effectively think outside of the box to improve processes and procedures