Customer Service Representative

About the Role

This position provides essential support for the Inside Sales Staff and Branch Management Team while offering a pathway to future growth within the organization. As a Customer Service Representative, you will handle order entry and maintenance, reporting, backlog review, spreadsheet administration, and other key branch administrative needs. You will also back up the sales team on customer needs and help grow sales with specific accounts. Success in this role requires managing multiple daily priorities at a fast pace and delivering exceptional service to both internal and external customers.

Responsibilities

• Perform order entry and maintenance, reporting, and backlog review.
• Administer spreadsheets and provide overall support for branch administrative needs.
• Provide backup support for the sales team on customer needs and help grow sales with certain accounts.
• Collaborate with the inside team to build strong relationships with customers and suppliers.
• Within the first 30 days:
  • Meet with Branch Management to understand the Company vision and objectives.
  • Document your role in achieving branch objectives.
  • Demonstrate ability to prepare and maintain spreadsheets using MS Excel.
• Within the first 90 days:
  • Learn the Heilind CRM system, including order entry and workflows.
  • Complete all assigned system training modules.
  • Manage customer backlog in conjunction with product availability to ensure 95%+ on-time delivery.
• Within the first 6 months, propose one process improvement idea related to your position.
• Develop and maintain professional relationships with internal key support personnel.
• Other duties as assigned.

Requirements

• Associate degree or 1-2 years of progressively responsible experience in an office or customer service environment, or equivalent combination of education and experience.
• Must be a U.S. Person as defined by ITAR (U.S. Citizen, U.S. Permanent Resident, Political Asylee, or Refugee).
• Ability to report to the assigned office location during scheduled in-office workdays.

Skills

• Excellent interpersonal and communication skills.
• Advanced knowledge of Excel, Outlook, and Word.
• Proficient in customer service and standard office practices and procedures.
• Excellent phone etiquette.
• Strong organizational skills and ability to multi-task.

Physical Requirements

• Sedentary work: exerting up to 10 pounds of force occasionally.
• Frequent movements of the wrists, hands, and/or fingers (e.g., typing, using a mouse/keyboard, paperwork).
• Close visual acuity required for activities such as preparing and analyzing data, transcribing, and extensive reading.
• Reasonable accommodations may be made to enable individuals to perform essential functions.

Working Conditions

This position is primarily office-based and not substantially exposed to adverse environmental conditions.