Customer Service Representative
About the Company
The Kendall Group is comprised of eight divisions with 75+ locations in ten states, serving the Electrical, Automation, Pipe, Valve, Fitting, Steam, Lighting, Industrial Controls, and Instrumentation industries. As a 100% employee-owned company, Kendall offers a rewarding career where you will own part of the company and your future. More than 60% of associates have over 5 years of tenure, and 40% have over 10 years, reflecting a supportive environment where ideas are heard and success is valued.
About the Role
Reporting to the Inside Sales Manager, Location Manager, or Territory Manager, the Customer Service Representative manages customer queries, complaints, and order processing across multiple communication channels. This role focuses on maintaining positive customer relationships through excellent service.
Responsibilities
- Maintain a positive, empathetic, and professional attitude toward customers
- Respond promptly to customer inquiries
- Communicate with customers and vendors through various channels
- Acknowledge and resolve customer complaints
- Acquire basic product knowledge to assist customers and vendors
- Participate in sales and product training sessions
- Process quotes in the business system
- Provide vendor portal assistance to customers
- Maintain records of customer interactions, transactions, comments, and complaints
- Coordinate and communicate with colleagues as necessary
- Perform other duties and projects as assigned
Competencies
- Service Excellence
- Results and Action-Oriented
- Accountability and Responsibility
- Problem Solving
- Teamwork and Collaboration
Requirements
- High school diploma or GED
- Proficiency in Microsoft Office
- Excellent work ethic, verbal, and written communication skills
- Ability to work well cross-functionally and manage multiple requests in a fast-paced environment
- Ability to communicate effectively with all levels of the organization and provide excellent internal and external customer service
- Ability to see, talk, and hear; sit for 8 hours a day
The physical demands described are representative of those required to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
Preferred Qualifications
- Previous customer service experience, preferably with a related product line
- Experience interfacing or supporting a direct sales force
Work Environment
- Normal office environment
- Occasional travel to branches or business-related functions such as training or seminars