Customer Service Rep 1

Tri County Metals•Brooksville, FL

8d•Onsite

About The Position

The Customer Service Representative 1 will serve customers in person, by email, text, or on the phone at branch locations. The CSR 1 will play a fundamental role in achieving our ambitious customer acquisition, retention, and revenue growth objectives. They must be friendly, knowledgeable, helpful, and detail oriented.

Requirements

Service Oriented - look for solutions to customers’ needs.
Understand business fundamentals.
Detail oriented and able to multitask.
Technical knowledge of roofing and company products.
Ability to communicate via email efficiently.
Prolonged periods of sitting at a desk and working on a computer.
Understanding and ability to use Microsoft Excel, Word, and PowerPoint.
Experience using, and scheduling Zoom calls, and presenting / screen sharing.
Effective listener, communicator, negotiator and excellent phone, text, and email skills.
Organized workflow, and able to generate reports upon request.
Able to use NetSuite for process flow, reporting, and researching customers and contractors.
Problem solver, critical thinker, able to handle multiple issues at a time.
Professional demeanor and good knowledge of computer software and hardware.
Must be able to lift 40 pounds unassisted.
High school diploma or equivalent.
Inside Sales or Customer Service experience is preferred.

Responsibilities

Teach and use 6E’s during every customer encounter.
Follow the Vision Statement, Mission Statement, and Core values.
Exemplify our core values “Do Your PART” in everything that you do.
Teach “The TCM Way” by your attitude, your actions, and your words.
Commit to the Standard Operating Procedures and Team Member Handbook 100% of the time.
Complete required monthly training.
Participate in monthly one-on-ones, quarterly touch-bases and annual assessments with their lead/leader to develop and execute a growth plan.
Implement improved operating rhythm to drive employee engagement and development.
Use EDGE Success and sales invoice breakdown Order Accuracy Rate (OAR) to review performance.
Learn & Assist with the Accounts Receivables Aging Report.
Train on Standard Lead Times, Stocked Colors, Panel Limitations, Return Policy, Panel Specifications, Trim Specifications, Specialty Trim Policy and Capabilities.
Follow 100% of the time for our On-Time Complete Process.
Determine and understand customer requirements and expectations to recommend specific products and solutions.
Accurately process customer transactions such as estimates, sales orders, invoices, payments, credits, cases, and RMAs.
Provide solutions and/or alternatives to customers with issues; follow up to ensure resolution.
Document customer interactions.
Maintain a clean and organized work area.
Share in warehouse duties, track inventory, loading customers, and operate forklift in the warehouse while assisting customers both internal and external.
Follow all safety procedures, equipment manuals and all required safety measures for work in a warehouse environment.
Maintain and clean assigned equipment daily; forklift and workstation.
Keep the work area clean, organized, and free of any obstructions.
Report any tool/equipment issues to Team Lead.
Ensure pre-operations inspections are being completed, and any issues are reported to Team Lead and Maintenance.
Timely near miss and incident reporting.
Ensure Team Member complete 100% OTC of assigned safety training.
Participation in toolbox conversations.
Number of safety observations reported through Bright Idea submissions.
Proper PPE is being used at all times.
Number of issues addressed via the safety committee.
Quickly report accidents and injuries following all safety and emergency procedures.
Note all details surrounding these events and report to Team Lead.
Perform CSR 1 level metrics in the first 9 months.
Score > 80% on CSR 1 Exam.
Achieve 6 E’s > 70%, evaluated every rolling quarter.
Achieve Order Accuracy Rate (OAR%>85%), evaluated every rolling quarter.
Achieve On-Time Complete (OTC%>93%), evaluated every rolling quarter.
Warehouse work where temperatures may reach 30 degrees to 100 degrees Fahrenheit.
Manage inventory – 95%.
Ensure no Job packs over 30 days old.
Ensure no expired inventory (Sealant, Paint).
Maintain Housekeeping.
Replenish Drop Ship Items.
Complete Weekly Safety Walk.
Accountable to all CSR Metrics the Team Member is currently in, excluding Order Entry Goal.