Customer Service Representative

About the role

The Customer Service Representative is responsible for managing accounts through reactive and proactive telephone contact and email to maintain and grow sales as well as provide technical support to customers. A day in the life of a CSR can look like:

• Service customer requests for quotes and orders received through multiple channels of communication.
• Convert quotes to orders.
• Consult with sales on commercial and technical issues as required.
• Aid customers with accurate transactions and industry-specific product information.
• Provide conveyor recommendations and technical assistance for conveyor belting solutions.
• Utilize telephone sales and support skills to create interest and offer value-added products and services to customers.
• Build and expand customer relationships and help ensure replacement and increased business.
• Meet or exceed departmental KPI requirements.
• Handle RGAs credits and complaints as needed.

Responsibilities

• Perform, execute, and coordinate all work including technical matters related to customer service activities.
• Service customer requests for quotes and orders received through multiple channels of communication.
• Convert quotes to orders.
• Consult with sales on commercial and technical issues as required.
• Aid customers with accurate transactions and industry-specific product information.
• Provide conveyor recommendations and technical assistance for conveyor belting solutions.
• Utilize telephone sales and support skills to create interest and offer value-added products and services to customers.
• Build and expand customer relationships and help ensure replacement and increased business.
• Handle RGAs credits and complaints as needed.

Requirements

• 2 to 5 years of previous business-to-business customer service experience or a college degree preferred.
• 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, order management, and a call center environment.
• Experience in a manufacturing environment is desirable.
• Working knowledge of Windows-based software.
• Understanding part numbers, policies, and products.
• Compliance in price policies, discount structures, and fees.
• Spanish bilingual a plus.

Qualifications

• Must be able to work in the US.

Skills

• Excellent communication and follow-up skills.
• Drives results and deadline-driven.
• Detail oriented.
• Planning and organizing.
• 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.
• Are able to be innovative problem solvers.
• 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.