Customer Service Rep II
About The Position
Process internal and outside sales of company products efficiently and courteously, focusing on special accounts and providing a sophisticated level of customer service. The role manages orders for a larger territory, including key and special accounts, and works with an assigned outside Sales Rep to manage the territory. It also supports other customer service territories and cross-trains new department employees as needed. The position operates in a professional office environment and routinely uses standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines. The noise level is usually low to moderate.
Requirements
- High school diploma or GED and at least 3 years of related experience and/or training, or an equivalent combination of education and experience.
- Computer knowledge, including Microsoft Word and Excel.
- High-speed data entry with high accuracy.
- Ability to communicate effectively verbally and in writing and interact professionally with employees, customers, and vendors.
- Ability to present information effectively in one-on-one and small-group situations.
- Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
- Ability to perform mathematical computations, including percentages, fractions, addition, subtraction, multiplication, and division.
- Ability to work independently and as part of a team in a fast-paced, high-volume environment, emphasizing accuracy and timeliness.
- Attention to detail and organizational skills.
- Ability to carry out written, oral, or diagrammed instructions and address problems involving several concrete variables in standardized situations.
- Ability to use hands to finger, handle, or feel; talk or hear; and frequently stand, walk, and sit.
- Ability to occasionally lift and/or move up to 10 pounds.
Responsibilities
- Build and maintain customer relationships by providing excellent customer service.
- Receive, process, and confirm direct customer purchase orders and sales order quotes by phone, email, or fax.
- Update orders for revised quantities, dates, or prices, and process cancellations.
- Assist customers with pricing, literature, inquiries, and information requests.
- Cover other customer service representative territories when required.
- Manage and fill route trucks for the assigned territory.
- Work with the assigned outside Sales Rep to manage the territory.
- Process and assist Sales Reps with orders, price inquiries, and information requests.
- Communicate with production, traffic, and shipping about scheduling and order updates.
- Prepare return authorizations and credit requests.
- Research and follow up on backorders, mis-shipments, and price discrepancies.
- Keep customers updated on order status, delivery schedules, and delays.
- Make weekly outbound customer sales calls and upsell stock products and full-pallet sales.
- Purchase buy-out products and generate material transfers when required.
- Assist with and process job quotes when required.
- Answer general incoming operator calls when needed.
- Manage and process orders for a larger territory, including key and special accounts.
- Cross-train new customer service department employees on customer service procedures.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
