Customer Service Representative Specialist

About the role

The CSR Specialist handles non-routine customer inquiries that require deviation from standardized procedures, often involving additional research based on customer responses. This role leverages extensive knowledge of the company’s products, services, or industry to accurately determine and fully meet customer expectations. The CSR Specialist develops and broadens relationships within customer organizations to understand their needs and functions as the inside half of the sales team, ensuring error-free transactions and providing guidance to less experienced Customer Service Representatives.

Responsibilities

• Respond to customer inquiries, provide quotes, and take orders via telephone, fax, email, electronic methods, or walk-in (counter sales), handling the most complex inquiries due to experience and training.
• Relate to all technical customer support activities within the business, call center, field, and business processing.
• Perform business support activities, including identifying, enhancing, and following specific processes and procedures to maximize efficiency.
• Serve as a Subject Matter Expert on one or more technical products.
• Proactively generate sales by promoting Motion’s products to existing customers and understanding their needs to meet requirements.
• Influence Motion’s Gross Profit by negotiating sale and purchase prices within defined parameters, adjusting non-contract customer pricing to balance competition and profitability.
• Maintain effective relationships with current and potential customers, ensuring query resolution, billing, collection, and timely facilitation of requests.
• Order items to maintain appropriate inventory levels for customers, with authority to place orders up to $25,000 per line and $50,000 per Purchase Order without approval.
• Expedite backorders, pull inventory, and prepare orders for shipment to customers.
• Source products from branch inventory, Distribution Center inventory, or supplier inventory.
• Determine the most cost-effective method to fulfill customer orders.
• Handle customer returns.
• Partner with Account Representatives to ensure customer satisfaction.
• Provide coaching, guidance, and direction to less experienced Customer Service Representatives, particularly in technical specialties.
• Perform other duties as assigned.

Requirements

• Typically requires a bachelor’s degree and three (3) years of related experience or an equivalent combination of education and experience.
• Reliability, organization, and attention-to-detail.
• Excellent communication skills, including written, verbal, and listening.
• Ability to multi-task and strong time management skills.
• Excellent computer skills.
• Strong negotiation skills.
• Specialty product knowledge from previous warehouse and inside sales experience.

Physical Demands

• Excellent driving record preferred (all company vehicles are subject to continuous video monitoring).

Benefits

Motion Industries offers an excellent benefits package, including options for healthcare coverage, 401(k), tuition reimbursement, vacation, sick, and holiday pay.