Location: Washington,PA, USA
Customer Service Representatives work with customers to ensure a smooth sales process and maintain and grow existing business in small and mid-sized. CSRs must possess excellent customer service skills and will serve our customers as a pooled resource and ensure that orders are entered accurately, in a timely manner, and achieve proper margin. **POSITION SUMMARY**
**ESSENTIAL DUTIES**
+ Manage multiple customer accounts to achieve growth and margin objectives
+ Create and follow up on quotes
+ Accurately process customer transactions such as orders, quotes, or returns
+ Grow existing accounts via upselling
+ Determine customer requirements and expectations; recommend specific products and solutions
+ Service customers by proactively keeping them informed of their quote/order status and delays, responding quickly to customer outreach, answering customers questions, troubleshooting, and resolving issues, etc.
+ Recommend alternative products based on cost, availability, or specifications
+ Identify trends in customer satisfaction or dissatisfaction and communicates effectively and efficiently to address issues
+ Identify accounts which are declining in sales and proactively reach out to them to ask for additional orders
+ Present price, credit, and terms in accordance with standard procedures and customer profiles
+ Provide accurate information regarding availability of in-stock items
+ Educate customers about terminology, features, and benefits of products to improve product-related sales and customer satisfaction
+ Pull and stage inventory for service orders
+ Perform other related duties as assigned
**SUPERVISORY RESPONSIBILITIES**
* This position does not require supervisory responsibilities.
**REQUIRED SKILLS/ABILITIES**
* Commitment to providing exceptional customer service
* Excellent written and verbal communication and presentation skills
* Strong time management skills
* Persuasive and goal oriented
* Possesses an energetic, outgoing, and friendly demeanor
* Able to multitask, prioritize, and manage time effectively
* Experience in service coordination of technicians preferred
* High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience
* Computer skills required: ERP, CRM, Inventory Software, Microsoft Office Suite
**PHYSICAL REQUIREMENTS**
The physical requirements for this position are typical for a sedentary office environment including considerable time spent in a stationary position, at a desk using a computer terminal and keyboard. Movement about the office and standing are required occasionally.
**WORK ENVIRONMENT**
The work environment for this position is typical for an office including protection from weather conditions and typical office equipment noise.
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