Summary: Customer-oriented service representative to provide customer support, quoting, order management support, claim management, sales support, customer supply chain & forecasting 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 contact 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
Pricing administration activities to include but not limited to price book data entry, price monitoring, pricing updates, tiered level pricing by segment, reporting
Work with Procurement and Engineering as needed on requotes
Assist Engineering to maintain current drawing specifications on file, item description management
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.
Actively reach out to customer base, setting goals for targeted contact schedules and outbound calling campaigns
Manage specific account sales activities and customer concerns, engage as needed where Regional Sales Representative is not assigned
Lead contact on designated C & D accounts
Other tasks and special projects as required
Qualification Requirements:
Education and/or Experience:
College education (Associates Degree, Bachelors preferred) recommended but not required
2-4 years in proven customer support and order management experience, preferably in the made-to-order steel or steel service center industries
Supply Chain Management, forecasting, stocking program experience preferred
Strong written and verbal communication skills
Track record of over-achieving quota and excellent teamwork skills