Customer Service Representative

About the role

The major objective for this position is to provide essential elements of support for the Inside Sales Staff and Branch Management Team, while learning the key areas of the business in hopes of positioning yourself for future growth within the organization. This is the first step to an amazing career in sales with the organization. The Customer Service position is responsible for order entry and maintenance, reporting, backlog review, spreadsheet administration, and providing overall support of important branch administrative needs. The position also provides back‑up support for the sales team on customer needs and helps to grow sales with certain accounts. A strong predictor of success is the ability to manage multiple daily tactical priorities at a quick pace. You are a focal point for great customer service for the branches as you collaborate with the inside team to build solid relationships with people, customers, and suppliers. Your ability to fully engage with the entire branch team and deliver a high level of service to both internal and external customers will ensure the branch's customers are continually delighted with the company experience.

Responsibilities

• Order entry and maintenance
• Reporting
• Backlog review
• Spreadsheet administration
• Providing overall support of important branch administrative needs
• Back‑up support for the sales team on customer needs
• Helping to grow sales with certain accounts
• Within the first 30 days: meet with Branch Management to understand company vision and objectives; collaborate and document your role in meeting/exceeding objectives
• Within the first 30 days: demonstrate ability to prepare and maintain various spreadsheets needed within the branch, showing good working knowledge of MS Excel
• Within the first 90 days: learn the CRM system and resources; achieve working knowledge of order entry and workflows; complete all assigned system training modules
• Within the first 90 days: decipher customers' backlog in conjunction with product availability; communicate with Sales and Customers to ensure 95%+ on‑time delivery for the branch
• Within the first 6 months: provide one process improvement idea related to your position
• Develop solid working relationships with all internal key support personnel
• Maintain top levels of professionalism and diplomacy when dealing with internal support teams

Requirements

• Associate degree or 1‑2 years of progressively responsible experience in an office or related 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 (Green Card Holder), Political Asylee, or Refugee)
• Ability to report to assigned office location during scheduled in‑office workdays
• Physical requirements: often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication; sedentary work; exerting up to 10 pounds of force occasionally; substantial wrist/hand/finger motions; close visual acuity for preparing/analyzing data, transcribing, viewing computer terminal, extensive reading
• Working conditions: position not substantially exposed to adverse environmental conditions (typical office/administrative work)

Skills

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