Sr Customer Service Representative

Under limited supervision, the Senior Customer Service Representative responds to customer inquiries and places customer orders to ensure customer expectations are accurately determined and met. This role has in-depth knowledge of the company's products and services and develops relationships with customers to fully understand their needs.

Responsibilities

• Responds to complex customer inquiries regarding products, provides quotes, and handles order entry.
• Places customer orders via telephone, fax, email, electronic methods, or walk-in (counter sales).
• Influences gross profit through negotiating sale and purchase prices within defined parameters.
• Adjusts non-contract customer pricing to meet competitive demands while maximizing profit.
• Builds customer relationships to drive repeat business and process improvements.
• Orders items to maintain appropriate inventory levels for customers.
• Places orders without approval for orders up to $5,000 per line and $10,000 per purchase order.
• Expedites backorders; may pull inventory and prepare orders for shipment.
• Sources products from branch inventory, distribution center inventory, or supplier inventory.
• Determines the most cost-effective shipping method for customer orders.
• Handles customer returns.
• May be assigned to support a single customer.
• Provides coaching, guidance, and direction to less experienced Customer Service Representatives.
• Assists less experienced representatives with addressing customer needs, locating items, and resolving problems.
• May be responsible for quality and/or safety in the branch.
• Performs other duties as assigned.

Requirements

• High school diploma or GED.
• Five or more years of related experience or an equivalent combination of education and experience.

Skills

• Reliability, organization, and attention to detail.
• Excellent communication skills (written, verbal, and listening).
• Ability to multi-task and strong time management skills.
• Excellent computer skills.
• Strong negotiation skills.
• In-depth product knowledge.

Benefits

• Healthcare coverage options.
• 401(k) retirement plan.
• Tuition reimbursement.
• Paid vacation, sick leave, and holidays.