Senior Customer Service Representative

About the role

The Customer Service Representative will manage inside sales & customer support for their designated region with a focus on creating and maintaining superior customer service.

Responsibilities

• Processes incoming orders and verifies all aspects of the orders and quotes including validity, terms & conditions, and technical requirements.
• Collaborates with purchasing department, managers, and other staff to confirm that orders are processed with accuracy and efficiency.
• Provides information, quotes, credit terms, and other bid related specifications to clients.
• Collaborates with production, shipping, and leadership team on order status.
• Manages approval drawings and release of orders to production.
• Works directly with other sales associates, application engineers, and manufacturer’s sales representatives.
• Develops and maintains relationships with potential and existing clients.
• Answers inquiries from clients concerning products, their uses, and the industry at large.
• Handles customer complaints & product return in coordination with the Quality and shipping departments.
• Occasionally meets with customers coming into the facility or via Teams as needed.
• Assists accounting with invoicing, payment, or other issues as needed.
• Manages ITEC access to customer portals for quotations, orders, and invoices.
• Periodically prepares and reports status of accounts and orders to manager and to customers as required.
• Performs other duties as assigned.

Requirements

• Minimum 3-5 years related experience including experience with technical products (utility industry experience preferred).
• Proven ability to build and maintain relationships with multiple clients.
• Proficient with Microsoft Office Suite or related software, including proficiency in Excel and MRP system.
• Outside sales experience.

Skills

• Excellent verbal and written communication skills.
• Sales and negotiation skills.
• Proven ability to build strong interpersonal relationships based on integrity and service.
• Strong analytical skills.
• Organized with attention to detail.
• Ability to work as part of a team.
• Problem-solving skills.