Customer Service Representative

Job Summary

The Customer Service Representative role is responsible for providing support to the Sales Team and providing a consistent first point of contact for clients through excellent telephone & email communications skills.  Other duties may be assigned as necessary.  Integrity, vision, professionalism and passion are key components of this position.

Duties and Responsibilities:

• Enter new customer data and update changes to existing accounts in the corporate database.
• Receive/Review & Input customer orders into computer system.
• Make outbound follow-up calls to existing customers via telephone and e-mail cross-sell and up-sell where product availability is limited.

• Communicate with client’s regarding direction, deliverables, and next steps
• Record all orders relating to client (excel)
• Communicate with internal departments (purchasing, shipping, sales) of the business as necessary
• Work closely with the Production and Purchasing to answer any questions they may have concerning current and future orders
• Respond to customer inquiries to determine needs, provide recommendations and quotes, and assist customers with the order process. Obtain information for future contact
• Develop personal relationships while gaining a clear understanding of customer's business and requirements.
• Provides the production team with key account forecasts and communicates changes to facilitate sales and operational planning
• Suggests process improvements to enhance quality, efficiency, or communication
• Follow up on pending issues/orders
• Isolate and identify areas of improvement
• Prepare and submit regular CSR, Order and Input/Call reports
• Perform all other duties as assigned
• Travel as required to key accounts and trade shows
• Attend periodic sales training where applicable.
• Perform other duties related to customer service as assigned.

Qualifications:

• Two-three years of direct work experience in a sales or tele-sales capacity, or an acceptable combination of education and experience.
• Demonstrated ability to communication with and assist company’s customers.
• Solid experience in pre-call planning, call control, account development, and time management.
• Strong problem identification and objection resolution skills.
• Able to build and maintain lasting relationships with customers.
• Exceptional written and verbal communication skills.
• Excellent listening skills.
• Self-motivated, with high energy and an engaging level of enthusiasm.
• Able to perform basic calculations and mathematical figures.
• Ability to work individually and as part of a team.
• High level of integrity and work ethic.

Mental effort required to perform the job

Mental attentiveness to listen and understand; resolve issues; interface with customers, colleagues and suppliers. Cognitive effort required in decision-making and understanding the impacts of decisions. Memory recall of data and historical information. Mental and visual concentration for PC/Excel Work. Concentration in a fast-paced deadline-driven environment.

Working Conditions

Primarily works in a pre-assigned work station.

Compensation Range

$45,000–$50,000 annually (equivalent to approximately $21.63–$24.04 per hour

Vacancy Status

Replacement for promoted employee

AI Disclosure

Our recruitment process includes the use of AI-assisted tools to support candidate resume screening. Final hiring decisions are made by human reviewers.