Summary

The Customer Service Representative is responsible for managing accounts through reactive and proactive telephone contact and email to maintain and grow sales as well as provide technical support to customers. Perform, execute and coordinate all work including technical matters related to customer service activities.

Primary Responsibilities and Duties

• Service customer requests for quotes and orders received through multiple channels of communication.
• Convert quotes to orders.
• Consult with sales on commercial and technical issues as required.
• Assist customers with accurate transactions and industry specific product information.
• Provide conveyor recommendations and technical assistance for conveyor belting solutions.
• Utilize telephone sales and support skills to create interest and offer value-added products and services to customers.
• Build and expand customer relationships and help ensure replacement and increased business.
• Meet or exceed departmental KPI requirements.
• Handle RGAs credits and complaints as needed.
• Other projects and duties as assigned.

Knowledge and Skill Requirements:

• 2 to 5 years of previous business to business customer service experience or college degree.
• Excellent verbal and written communication skills.
• Strong mathematical and technical aptitude.
• Self-managed, team player, who can work independently.
• Experience with a CRM, MRP/ERP System, order management and a call center environment.
• Experience in a manufacturing environment desirable.
• Working knowledge of Windows-based software.
• Understanding part numbers, policies and products.
• Compliance in price policies, discount structures and fees.
• Must be able to work in the US

Competencies

• Drives results and deadline driven
• Detail oriented
• Planning and organizing
• Communicates effectively
• Influence, negotiate and impact results

Key Behaviors

• Are accountable to others
• Have the courage to challenge the status quo
• Are honest with co-workers and customers
• Able to be innovative problem solvers
• Are engaged team members
• Add value to the Company
• Expects excellence of self and others
• Overserves top customers
• Understands, simplifies and acts to improve processes

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.