CSR I

Veseris•Chicago, IL

13d•$21 - $25

About The Position

Primary Purpose: Handles all customer service activities including order taking, handling orders from end to end, providing a single point of contact to provide a consistent customer experience, coordinating order fulfillment, providing necessary information to customer, and problem resolution. Assists in building profitable sales by enhancing customer satisfaction and confidence. Also, as appropriate, suggests order changes/additions based on customer buying patterns and gathers market intelligence. Assist operations department. The information contained in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Specific Duties and Responsibilities: Processes customer orders Enters live orders online in real time. Enters electronic, paper, and manual orders online in real time. Recommends increases in size of order and delivery expectations. Quotes prices according to uniform pricing strategy and current market pricing. Tracks order exceptions and maintains as needed. Enters direct vendor to customer orders. Develops solutions to customer needs / opportunities Evaluates needs/opportunities and matches them with Veseris’ products/services and promotes monthly product promotions. Is resourceful: considers full range of options to find a creative solution and makes decisions to resolve the situation. Establishes communication with designated Operations, Sales, MPU and Credit contacts to ensure timely responses to fulfillment issues. Builds and sustains long-term customer partnerships Makes the business relationship mutually beneficial Cultivates rapport with customer Responsive to customer needs (return messages, timely follow-through) Maintains up-to-date information on customers (contacts, products, requirements, etc.) Fulfil customer’s expectations with realistic commitments Serves as a resource to customers by sharing useful information (regulations, safety, product knowledge, market trends, pricing) Satisfies customer requests for product, pricing, order information, and samples Actively maintains and services all customers With input of Management, participates in joint sales calls with sales representative as needed Recognizes and responds to new/additional opportunities at existing customers Displays effective interpersonal and communication skills (internal / external) Delivers information in terms customers and associates understand Achieves mutual understanding by summarizing and reviewing orders Actively listens Communicates in a professional manner both verbally and in written form Responds in a timely manner to customer tasks/requests and confirms completion when appropriate Demonstrates knowledge of Veseris Understands Mission, Vision, Guiding Values, The Veseris Edge Understands policies and procedures Identifies people in the organization who can provide customer with requested information Demonstrates understanding of Veseris’ products and services and quality process Teamwork: collaborates with team members Seeks good communication and cooperation within Veseris’ organization Coordinates all routine aspects of customer orders, requests, inquiries, and shipments Identifies and uses internal resources as needed to complete tasks Is receptive / flexible / adaptable to change Knows our go-to-market strategies and works with assigned team to implement and align these strategies with yearly (team) goals Understands about local competitors and their services and communicates any market changes Resolves problems / nonconformances quickly (internal / external) Uncovers and verifies problems / nonconformances Probes for all details on expressed concerns Persists until all causes are identified and assists in resolution Develops and presets solutions quickly Anticipates potential problems and proactively works to avoid them Understands customer’s business Knows industry needs and trends Responds to specific customer requirements Participates in educational opportunities to expand industry knowledge (Supplier webinars, ProTraining, Recertification meetings, etc.) Processes all administrative tasks Completes all paperwork, reports, and administrative tasks in a timely, complete, and accurate manner. Understands and adheres to local, state, and federal regulatory requirements / policies / guidelines Adheres to all operational safety protocols and policies Completes all required safety trainings and documentation Participates in Spot It & Stop It program Follows all safety protocols when operating equipment (electric/gas/manual) Problem Solving Routine: Find an equivalent product or alternate size or source to meet customer delivery requirement on time. Inform customers of back-order situations and delivery deviations. Difficult: Resolve problems for dissatisfied customers so that the confidence in Veseris is restored. Decision-Making Authority Price quotes within established guidelines Resolves customer problems

Requirements

Communication and active listening skills
Telephone skills
Knowledge of Veseris products, services, and the industries we serve
Problem-solving
Ability to prioritize and multi-task
Keyboarding and basic PC skills
General knowledge of Microsoft software
General knowledge of math skills pertaining to volume conversions and pricing
Ability to work independently and/or in a team environment
Face-to-Face customer service
Bachelor’s degree, or equivalent experience, preferred, and demonstrated performance of appropriate entry level skills.
High school diploma

Responsibilities

Processes customer orders
Enters live orders online in real time.
Enters electronic, paper, and manual orders online in real time.
Recommends increases in size of order and delivery expectations.
Quotes prices according to uniform pricing strategy and current market pricing.
Tracks order exceptions and maintains as needed.
Enters direct vendor to customer orders.
Develops solutions to customer needs / opportunities
Evaluates needs/opportunities and matches them with Veseris’ products/services and promotes monthly product promotions.
Is resourceful: considers full range of options to find a creative solution and makes decisions to resolve the situation.
Establishes communication with designated Operations, Sales, MPU and Credit contacts to ensure timely responses to fulfillment issues.
Builds and sustains long-term customer partnerships
Makes the business relationship mutually beneficial
Cultivates rapport with customer
Responsive to customer needs (return messages, timely follow-through)
Maintains up-to-date information on customers (contacts, products, requirements, etc.)
Fulfil customer’s expectations with realistic commitments
Serves as a resource to customers by sharing useful information (regulations, safety, product knowledge, market trends, pricing)
Satisfies customer requests for product, pricing, order information, and samples
Actively maintains and services all customers
With input of Management, participates in joint sales calls with sales representative as needed
Recognizes and responds to new/additional opportunities at existing customers
Displays effective interpersonal and communication skills (internal / external)
Delivers information in terms customers and associates understand
Achieves mutual understanding by summarizing and reviewing orders
Actively listens
Communicates in a professional manner both verbally and in written form
Responds in a timely manner to customer tasks/requests and confirms completion when appropriate
Demonstrates knowledge of Veseris
Understands Mission, Vision, Guiding Values, The Veseris Edge
Understands policies and procedures
Identifies people in the organization who can provide customer with requested information
Demonstrates understanding of Veseris’ products and services and quality process
Teamwork: collaborates with team members
Seeks good communication and cooperation within Veseris’ organization
Coordinates all routine aspects of customer orders, requests, inquiries, and shipments
Identifies and uses internal resources as needed to complete tasks
Is receptive / flexible / adaptable to change
Knows our go-to-market strategies and works with assigned team to implement and align these strategies with yearly (team) goals
Understands about local competitors and their services and communicates any market changes
Resolves problems / nonconformances quickly (internal / external)
Uncovers and verifies problems / nonconformances
Probes for all details on expressed concerns
Persists until all causes are identified and assists in resolution
Develops and presets solutions quickly
Anticipates potential problems and proactively works to avoid them
Understands customer’s business
Knows industry needs and trends
Responds to specific customer requirements
Participates in educational opportunities to expand industry knowledge (Supplier webinars, ProTraining, Recertification meetings, etc.)
Processes all administrative tasks
Completes all paperwork, reports, and administrative tasks in a timely, complete, and accurate manner.
Understands and adheres to local, state, and federal regulatory requirements / policies / guidelines
Adheres to all operational safety protocols and policies
Completes all required safety trainings and documentation
Participates in Spot It & Stop It program
Follows all safety protocols when operating equipment (electric/gas/manual)