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 overall 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 quick pace and delivering excellent customer service to both internal and external stakeholders.

Responsibilities

• Order entry and maintenance, reporting, and backlog review.
• Spreadsheet administration and support of branch administrative needs.
• Provide backup support for the sales team on customer needs and assist in growing sales with certain accounts.
• Collaborate with the inside team to build relationships with customers and suppliers.
• Within the first 30 days:
  • Meet with Branch Management to understand the Company vision and objectives.
  • Prepare and maintain various spreadsheets, demonstrating proficiency in 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 support teams.
• Other duties as assigned.

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, Political Asylee, or Refugee).
• Must be able to report to the assigned office location during scheduled in-office workdays.
• Excellent interpersonal and communication skills.
• Advanced knowledge of Excel, Outlook, and Word.
• Proficient in customer service and standard office practices and procedures.
• Strong phone etiquette and organizational skills.
• Ability to multi-task effectively.

Physical Requirements

• Sedentary work: exerting up to 10 pounds of force occasionally and/or negligible force frequently.
• 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.
• Position is primarily office-based and not substantially exposed to adverse environmental conditions.