Customer Service Rep II
About The Position
As a Customer Service Representative II (CSR II), you assist internal and external customers and sales representatives with order entry professionally, skillfully, and efficiently. The role handles customer transactions and records, monitors shipments, follows regulatory and accounts receivable procedures, and provides timely customer service and sales support. It also involves maintaining product and policy knowledge, working across multiple computer systems and communication platforms, and identifying customer needs to recommend products or solutions. The position is based in an office environment. It may involve up to 10% local travel for sales ride-alongs or training. Employees primarily operate computers and other office devices and may occasionally move packages weighing up to 10 pounds.
Requirements
- High school degree or equivalent.
- Exceptional customer service and organizational skills.
- Accuracy and strong attention to detail.
- Effective verbal, written, and interpersonal communication skills.
- General computer proficiency, including knowledge of MS Office.
- Ability to operate a computer or other office devices for most of the workday.
- Ability to communicate in person, over the phone, and in writing; understand and exchange accurate information; and read and interpret electronic and written documents.
Nice To Haves
- Associate’s degree or an equivalent combination of education and experience.
- Proficiency in SAP or a related ERP system.
Responsibilities
- Accurately process customer transactions in the order-entry system, including orders, quotes, and returns.
- Maintain accurate customer, territory, and facility records, and document customer interactions.
- Generate reports.
- Monitor scheduled shipment dates to help ensure timely delivery.
- Follow Company, State, and Federal regulatory guidelines.
- Understand and adhere to Accounts Receivable policies and practices.
- Verify prices and terms in accordance with standard procedures and customer profitability profiles.
- Multitask across multiple computer systems and communication platforms.
- Maintain current knowledge of company products, policies, and procedures.
- Develop strong working relationships across business functions, with customers, and with manufacturing partners.
- Provide customer service and sales support; respond to queries, answer questions, and resolve problems in a timely manner.
- Communicate pertinent information received from customers to outside sales representatives or appropriate management.
- Identify customer requirements and expectations to recommend products or solutions.
- Upgrade telephone orders.
- Introduce and promote new products during calls.
- Make outbound calls to existing customers to identify and suggest additional products and increase sales and services, as needed.
- Perform other duties as assigned.
Benefits
- Full medical, dental, and vision benefits
- Integrated wellness program
- 401(k) match retirement savings plan
- Paid time off (PTO)
- Holiday pay and floating holidays
- Volunteer time off (VTO)
- Educational assistance program
- Full paid parental and adoption leave
- LifeWorks Employee Assistance Program
- Patterson Perks Program
- Competitive benefits and unique incentive programs and rewards for eligible employees
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
