Customer Service Representative

DUTIES AND RESPONSIBILITIES

• Handles customer and sales interactions via phone, email and tickets within the Customer Care Box
• Login into phone system (Office @ Hand) and use appropriate codes for activities
• Process requests for quotations, order entry and product questions from customers; as needed provides on-demand expediting
• Ensure accurate order entry and timely feedback to customer inquiries
• Drive profit margin and the customer success
• Bring in internal and external partners and leverage their expertise; as well as the tools and resources needed
• Active and contributing member of the Customer Service Team Huddle and active participant in ongoing customer service training
• Serve as a role model for peer group and new hires
• Monitor and review performance to operational metrics, order processing and service level reporting
• Source equal or alternative products as needed
• Establish vendor relationships
• Handle a fast pace, complex and demanding requests to meet customer deadlines
• Suggest cost reduction opportunities or efficiency gains in all aspects of Customer Service transactions and activities; reporting pricing inaccuracies
• Responsible for researching and resolving complaints, product inquiries or ordering to ensure customer retention and satisfaction
• Other duties as assigned

SKILLS AND EXPERIENCE REQUIRED

• 3+ years’ customer service experience in Industrial Supplies or related field highly preferred
• Industry knowledge desired but not required
• Excellent listening skills and the ability to empathize with customers
• Thorough, organized and systematic in approach to work
• Effectively manage work hours and demonstrate strong organizational skills
• Strong verbal and written communication skills
• Skilled at establishing and maintaining effective working relationships
• Able to manage self in a fast-paced business environment
• Moderate to advanced skills in technology
• Possess a “roll up your sleeves” approach to daily tasks
• Potentail to use operating systems and other third-party software to service customer needs effectively; including Microsoft Office (Word, Outlook, Excel, Teams) and Prophet21 (ERP)
• Professional maturity, integrity and a positive attitude
• Strong ability to work well under pressure
• Passionate, Adaptable, Customer Focused and Teamwork oriented
• Strong sense of urgency and accountability