Mission of the Role:
The Customer Service Representative provides a consistent, high-quality customer experience and models exceptional service in all they do to create lasting partnerships by putting customers first. The CSR is the relationship and communication link between the customer, sales, and operations and proactively serves as a critical point of contact for order management, service, and support, problem-solving and relevant project information for their internal and external customers. The CSR is a highly valued team member that works with the sales team and acts as an advocate of our client's values, services and capabilities to provide complete solutions and the full breadth of core product categories to meet and exceed sales growth targets.
Key Duties & Accountabilities:
- Process and confirm orders and/or communicate what needs to be ordered, the day they are received
- Generate standard quotes within 24 - 48 hours of receipt
- Answer phones by the 3rd ring, and all emails by the end of each day
- Build, maintain, and keep price lists current to protect and maintain GP margins
- Build accurate specs and inventory items within 24-48 hours
- Resolve customer problems and elevate issues immediately to an acceptable, timely and appropriate resolution
- Monitor customer min/max, open orders, back orders and inventory levels alerting customers immediately to changes to deliver on time, in full and in spec (DIFOTIS)
- Must frequently use independent discretion, judgment and decision making skills to achieve quality and performance standards
- Serve as liaison with sales, purchasing, design, manufacturing and shipping
Essential Functions:
- Prepare proposals and miscellaneous correspondence
- Maintain thorough customer records
- Monitor and resolve slow payment issues
- Assist with slow moving inventory
- Expedite material based on customer needs