Customer Service Representative

The Customer Service Representative works with a wide range of customers to ensure smooth customer experience. The Customer Service Representative will build, maintain, and expand relationships with current and potential customers through frequent contact via telephone, email, and website inquires. Objectives are achieved by hitting agreed to sales targets both individually and as a team.

Responsibilities and Essential Functions:

Provide timely and accurate entry of customer orders and communicate needs internally and externally to ensure the highest level of service
Act as the first level of problem resolution for customers to ensure that their needs are quickly met and resolved in a positive manner
Work with sales team to provide customer purchasing patterns and insights that could lead to a deepening of the customer experience and relationship
Proactively assess, clarify, and validate customer needs on an ongoing basis to improve customer experience
Prepare periodic performance metrics including the tracking of sales campaigns
Provide management with regular updates on all activities
Understand and respond to customer delivery needs by interfacing with internal departments
Resolve customer concerns in an expeditious and tactful manner
Provide information and/or follow ups on customers and prospective customers
First responder and distributor for all incoming calls
Advise scheduling of customer orders and delivery requests as well as shipping requirements
Liaise with employees at all levels towards achieving the company’s general goals and objectives
Track and maintain spreadsheets on quote logs and product sales for customers and prospects; provide documentation for tracking purposes

Requirements, Knowledge and Core Competencies:

High School diploma/GED required, some college preferred
General sales experience is preferred, but not required
Solid customer service aptitude complemented with a strong business acumen
Demonstrated business development and relationship management skills with ability to identify customer needs and effectively communicate to build trusted long-term relationships
Ability to meet specific goals and plans to prioritize, organize, and accomplish required work
Comfortable with high volume call-load
Must be able to work in a fast-paced atmosphere under pressure
Able to manage multiple changing priorities while maintaining deadlines
Strong interpersonal, verbal, written, analytical, and persuasive skills and the ability to interact effectively with a wide range of customers via phone, email, and website inquires