Call Center Representative

About the role

The Customer Service Representative (CSR) is responsible for managing customer accounts through reactive and proactive telephone contact and email to maintain and grow sales. Perform, execute, and coordinate all work including technical matters related to customer service activities. In this role, you will be based in Reading, PA.

Responsibilities

• Service customer requests for quotes and orders received through multiple channels of communication.
• Convert quotes to orders.
• Consult with sales, engineering, and product management on commercial and technical issues as required.
• Aid customers with accurate transactions and industry-specific product information.
• Maintain familiarity with products, applications, pricing, policies and procedures.
• Utilize telephone sales and support skills to create interest and offer value-added products and services to customers.
• Build and expand customer relationships to help ensure replacement and increased business.
• Meet or exceed departmental KPI requirements.
• Handle RGAs credits and complaints as needed.
• Other projects and duties as assigned.

Requirements

• 2 years of business-to-business customer service experience or college degree.
• Excellent verbal and written communication skills.
• Strong mathematical and technical aptitude.
• Self-managed, team player, who can work independently.
• Experience with a CRM (Salesforce), MRP/ERP System, and order management.
• Experience in a manufacturing environment is desirable.
• Working knowledge of Windows-based software.
• Understanding part numbers, policies, and products.
• Spanish bilingual a plus.
• Must be able to work in the US.

Qualifications

• Excellent communication and follow-up skills.
• Drives results and deadline-driven.
• Detail oriented.
• Communicates effectively.
• Influence, negotiate, and impact results.
• Are accountable to others.
• Have the courage to challenge the status quo.
• Are honest with co-workers and customers.
• Ability to problem solve and offer customer solutions.
• Are engaged team members.
• Add value to the Company.
• Expect excellence of self and others.
• Overserve top customers.
• Understand, simplify, and act to improve processes.

Skills

• Excellent communication and follow-up skills.
• Drives results and deadline-driven.
• Detail oriented.
• Communicates effectively.
• Influence, negotiate, and impact results.
• Are accountable to others.
• Have the courage to challenge the status quo.
• Are honest with co-workers and customers.
• Ability to problem solve and offer customer solutions.
• Are engaged team members.
• Add value to the Company.
• Expect excellence of self and others.
• Overserve top customers.
• Understand, simplify, and act to improve processes.

Benefits

We offer a comprehensive benefits package including:

• Paid training.
• Team bonuses and learning incentives.
• Medical, Dental, and Vision insurance.
• Life insurance.
• Employer-paid Short- and Long-Term Disability insurance.
• 401k with company match.
• Tuition reimbursement for Undergraduate and Graduate education.
• Paid time off.

Pay

Compensation is commensurate with experience.

Schedule

The schedule is flexible but includes standard business hours.