Customer Service Representative

About the Role

Customer Service Representatives (CSR) receive requests for quotations, orders, and lead-times from customers. They prepare quotations on standard and non-standard items, write orders, and relay pertinent quote or order information to customers and suppliers. CSRs coordinate with other departments to handle purchase orders and provide service and support to customers and the Outside Sales Team.

Salary: determined based on experience.

Responsibilities

• Receives telephone, email, fax, or walk-in requests for price quotations, purchase orders, order changes, adjustments, and cancellations directly from domestic customers, original equipment manufacturers, and distributors.
• Achieves and maintains rapport with customers and works to provide them the best possible service.
• Provides support to the Outside Sales Team.
• Uses ERP systems to retrieve customer information, stock status information, the status of purchase orders, and to make changes on customer purchase orders, ensuring correct codes are used.
• Tracks and follows up on inquiries, quotations, and orders through ERP systems.
• Works closely with suppliers and warehouse expeditors regarding deliveries of scheduled shipments.
• Ensures all required documentation is obtained and forwarded to the customer.
• Interfaces with suppliers on technical, pricing, and delivery issues.
• Responds to inquiries in a timely manner with good phone selling skills.
• Assists accounts receivable with payment and credit hold issues.
• Assists in managing supplier relationships.
• Ensures the highest level of customer service is provided promptly and ethically.
• Generates and maintains accurate required documentation, including quotations.
• Addresses and resolves all customer requests and/or complaints utilizing a positive, creative approach.
• Collaborates with all appropriate departments and personnel to ensure customer satisfaction.
• Develops ideas that help improve customer service, systems, and procedures.
• Maintains a safe, clean, and organized work area and adheres to strict safety guidelines.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent.
• Excellent written and oral communication and strong relationship-building skills.
• Detail-oriented with solid organizational skills and the ability to prioritize and multi-task in a fast-paced work environment.
• Strong computer skills, including use of MS Office (Word, Excel, and Outlook), with a willingness to learn new software programs. Experience with Epicor Prophet 21 is a plus.
• Must be a good listener with above-average reasoning ability and make minimal mistakes.
• Must be a good learner who can assimilate product knowledge and skills as they are presented.
• Experience with distribution and familiarity with product lines is a plus.
• Must be able to work with a wide variety of people and personalities.
• Maintains regular and punctual attendance.
• Previous background should include knowledge of parts and nomenclature as well as a demonstrated ability to work well with customers and suppliers.

Physical Demands and Work Environment

Work environment is mainly office-based but may vary to include the warehouse, which contains moving equipment, fluctuating temperatures, and inventory in various storage arrangements. Additional environments may include office work, manufacturing, machine shops, agricultural operations, and other specific business operations of current or potential vendors and customers. The physical demands described are representative of those encountered by employees when performing the essential job functions. Reasonable accommodation may be made to accommodate individuals with disabilities.

Benefits

• Medical, Dental, and Vision insurance.
• 401(k) Investment Plan.
• Life Insurance.
• Paid holidays, vacation, and sick time.