Customer Service Representative

Job Description

The Customer Service Representative provides customer service to external customers (distributors, contractors, design teams, and building owners) and internal customers (sales representatives) as it relates to processing product orders.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to customer calls, emails, and faxed requests in a timely and professional manner.
• Handle large volumes of calls, emails, and faxes. Respond to all aspects of customers’ and representatives’ inquiries or requests (orders, product information, stock status, pricing, shipping information, samples, etc.)
• Accurately key orders into the system.
• Manage and coordinate special pricing and customer portals.
• Check stock and inventory availability to confirm orders.
• Make special requests such as color matching, special sales order process or (ERP) orders.
• Ensure all orders are shipped and invoiced promptly and accurately.
• Keep customer and/or sales representatives advised of anticipated ship dates and any order delays.
• Proactively communicate changes to orders.
• Obtain and continuously enhance a broad knowledge of product line, prices, delivery time and similar data as required relating to the business units being serviced.
• Follow ISO required procedures as related to the customer service function.
• Troubleshoot issues regarding pricing, tracing, and tracking orders, delivery times, product information and stock availability.
• Suggest potential alternatives/solutions to customer concerns.
• Supply MSDS upon request and as required.
• Develop and maintain effective working relationships with team members, managers and personnel in internal departments whose functions directly or indirectly affect the service level to our customers (to aid in providing exceptional customer service).

EDUCATION REQUIREMENT: High school diploma or general education degree (GED)

EXPERIENCE REQUIREMENT: One to two years related experience and/or training

OTHER SKILLS, ABILITIES, AND QUALIFICATIONS:

• Must be able to clearly communicate verbally and in written form in a professional manner.
• Strong proficiency with Microsoft Office applications required.
• Understanding of Lean Management Principles is an asset.
• SAP experience preferred.

PHYSICAL DEMANDS: Incumbent must be able to stand, walk, sit, use hands, reach, climb, balance, kneel, talk, hear, and lift up to 50 lbs.

BENEFITS AND COMPENSATION:

The salary range for applicants in this position generally ranges between $46,000 and $52,000. This range is an estimate, based on potential employee qualifications, operations, needs, and other considerations permitted by law.

The Company offers a variety of benefits to its employees, including but not limited to health insurance, paid holidays, paid time off, 401(k) Savings and Trust & Plan with company match, Company Pension Plan, Performance Based Bonus/Commission, and continuing education.

All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, origin, disability or military status.