Customer Sales & Serv Rep

FCX Performance•Fort Wayne, IN

About The Position

A Customer Sales & Service Representative (CSSR) establishes and maintains profitable customer relationships on behalf of Applied. The CSSR takes personal responsibility for each customer contact, ensures customer requirements are met, and supports the Company’s interests as an integral member of the Applied sales team. The role provides customers with information about products and services and responds to inquiries through phone, email, fax, EDI, walk-in interactions, and communications from Applied sales associates. The position also performs warehouse activities, including pulling and packing, receiving, cycle counting, stock put-away, and product delivery. Emergency and after-hours services are provided as scheduled. The representative may provide backup support to other Service Center associates and perform other duties assigned by management.

Requirements

At least 6 months of customer service experience or at least 1 year of experience in a stockroom or driving position within industrial distribution.
High school diploma or equivalent.
Demonstrated mechanical and mathematical aptitude.
Excellent communication and organizational skills.
Ability and desire to learn new systems and processes quickly.
Strong computer skills, particularly in Excel.
Ability to sit and stand for extended periods, walk, bend, and lift up to 25 pounds regularly and up to 50 pounds occasionally.

Nice To Haves

SAP experience in a customer service setting.
Knowledge of industrial products and hydraulics.
Ability to learn and use calipers to measure specifications on a wide variety of industrial parts.
Highly developed sense of integrity and commitment to customer satisfaction.
Demonstrated passion for excellence in customer service.
Ability to communicate clearly and professionally, verbally and in writing.
Pleasant, patient, and friendly attitude.
Detail-oriented with strong communication and listening skills.
Solid work ethic and team-player mentality.

Responsibilities

Handle customer requests professionally and ensure issues are resolved promptly and thoroughly.
Recommend and source profitable products, using internal inventory first and supplier inventory as an alternate, to meet or improve customer-required dates.
Proactively review open customer orders and pending quotes to support timely responses and shipments and convert quotes to orders.
Communicate service disruptions, approval requests, needed corrective actions, customer feedback, and preventative actions to Service Center management.
Balance company policy and customer benefit when making decisions, and handle issues in the best interests of both Applied and the customer.
Maximize profit by working with suppliers to obtain additional chargebacks and recommending profitable product offerings.
Support pricing and margin improvement by communicating opportunities to management, reducing overrides, promoting profitable options, and recovering freight expenses.
Develop product knowledge to assist customers with product selections and coordinate supplier engineering support to advance the sales process.
Invest in developing proficiency with company systems, product training, initiatives, tools, and ongoing career development.
Identify and evaluate process improvements that enhance the customer experience using customer feedback, supplier nonconformance, and on-time and error-free forms and metrics.
Perform warehouse functions, including pulling and packing product, receiving, cycle counting, stock put-away, and product delivery.
Provide emergency and after-hours services as scheduled.
Provide backup support to other Service Center associates and perform other duties assigned by management.