Customer Service Representative

About the role

The Customer Service Representative will answer inbound calls, make outbound calls, e-mails and other forms of communication from customers and processes quotes, orders and other requests. The role requires a strong attention to detail, organizational skills, written and verbal communication skills, and a sense of urgency to accomplish Company goals and provide outstanding customer service experience. Completes a variety of customer service and administrative duties as assigned.

Essential Job Duties

• Customer Service: Ensure we meet customer needs and maintain a high level of service and satisfaction. Efficiently and courteously processes customer telephone and email inquiries. Provide accurate, timely, and complete quotes and orders for customers. Gather competitive information from customers. Positive interface with Account Managers, Lab, and other staff. Identify and articulate customer needs. Support sales activities and quotes in a fast-paced sales environment. Execute company supported Marketing promotional programs/campaigns. Efficiently process and enter information using Microsoft Excel and proprietary software.
• Process / Policy: Comply with all sales, HR, finance and legal processes and policies. Manage confidential information such as customer, vendor and personnel information.
• Product Knowledge: Research and study products sold by ISA/ABCO, and any future products added to the offering to provide product and technical information to customers. Use customer feedback to suggest and recommend changes to our product or service offering. Maximize customer profitability results. Work to improve processes that assist with generating revenue, increase efficiency or improve the customer experience. Seek new customer targets and Identify opportunities for upselling within existing customers.

Qualifications

• Education: High School Diploma. Degree in Sales, Business Administration, or relevant field preferred.
• Experience: Two plus years' experience in retail, distribution, customer service, accounting, or sales.
• Skills: Strong written and verbal communications skills. General knowledge of general customer service principles, practices, and administrative procedures. Organizational, time management and problem resolution skills. Ability to prioritize tasks and follow up with supervisors on completion of tasks. Strong interpersonal qualities. Detail-oriented, highly organized, productive team player.
• Systems: Keen computer skills, specifically including Microsoft Outlook, Word, & Excel; CRM and ERP experience. Previous experience working in a high-performance team setting.

Physical & Work Environment

While performing the duties of this job, the employee is required to sit for long periods. Employee will occasionally be required to bend, kneel, balance, lift <20lb, walk, stand, ascend/descend stairs, drive, twist, and reach above and below shoulders. Employee will consistently be required to work indoors in an office setting, work alone and with others. Office settings are mild to moderate temperatures.

Benefits

• Paid Vacation and Holidays
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Plan with Company Match
• Flexible Spending Accounts
• Long-Term Disability – Employer Paid
• Short-Term Disability – Employer Paid
• Additional Voluntary Ancillary Benefits such as Accident and Hospital Indemnity
• Life Insurance for Team Members and Dependents
• Employee Assistance Program
• Employee Referral Program