Customer Service Rep II

About the Role

As a Customer Service Representative II (CSR II), you are responsible for assisting internal and external customers and sales representatives with order entry with professionalism, skill, and expediency.

Responsibilities

• Accurately process and ensure accuracy of customer transactions in order entry system such as orders, quotes, returns, etc.
• Maintain accurate customer and territory records, facility records, and document all customer interaction.
• Generate reports and monitor scheduled shipment dates to ensure timely delivery.
• Accurately maintain and ensure regulatory guidelines are met according to Company, State, and Federal policies.
• Gain understanding of and adhere to Accounts Receivables policies and practices.
• Verify price and terms in accordance with standard procedures and customer profitability profiles.
• Multitask and work within multiple computer systems and communication platforms simultaneously.
• Maintain a current knowledge of company products, policies, and procedures.
• Develop strong working relationships across the business/functions, as well as with customers and manufacturing partners.
• Provide impeccable customer service and sales support; respond to customer queries, answer questions, and solve problems in a timely fashion.
• Communicate any pertinent information received from customers to the outside sales representative or appropriate management.
• Identify customer requirements and expectations in order to recommend specific products and/or solutions.
• Upgrade telephone orders and introduce or promote new products during calls.
• Place outbound calls to existing customers to identify and suggest additional products and increase sales and services.

Requirements

• High School Degree or equivalent.
• Exceptional customer service and organizational skills.
• Accuracy and strong attention to detail.
• Effective verbal, written, and interpersonal communication skills.
• General computer proficiency including knowledge of MS Office.

Preferred Qualifications

• Associate’s Degree or equivalent combination of education and experience.
• Proficiency in SAP or related ERP.

Working Conditions

Physical Demands

• Operating a computer or other office devices for the majority of the workday.
• May occasionally need to move packages up to 10 pounds such as office supplies or equipment.
• Must be able to communicate with others in person, over the phone, and in writing.
• Must be able to understand and effectively exchange accurate information with others such as coworkers, customers, and vendors.
• Must be able to read and interpret various electronic and written documents.

Environmental Factors

This position is in an office environment where team members occupy desks in assigned areas or at meeting/collaboration spaces within the building.

Travel and On-Call

This position provides the opportunity for minimal travel (10%) in a local area for a sales ride-along or training opportunity.

Pay

The potential compensation range for this role is $17.36 - $22.55 per hour. The final offer amount could exceed this range, based on various factors such as candidate location (geographical labor market), experience, and skills.