Customer Service Representative 1 – Hollow Metal - Fontana, CA

Allegion•Fontana, CA

3d•$26 - $35•Onsite

About The Position

The Customer Service Representative 1 (CSR-1) is the single point of customer contact “cradle to grave” to handle all customer needs. Build a trusting relationship with the defined customer base. The CSR-1 serves the customer by responding to inquiries about products and services, resolving complaints, quoting and placing orders to ensure that the proper products are configured and shipped. This contributes to the overall success of DCI by being a team player willing to step in as needed to do whatever it takes to ensure the customer has what they need when they need it.

Requirements

High School Diploma or GED.
2+ years in customer service or as an account manager with construction experience.
Experience with ERP and CRM systems.
Strong Microsoft Office skills.
Ability to communicate clearly and professionally, both verbally and in writing.
Highly developed sense of integrity and commitment to customer satisfaction.
Skill in negotiations, communications and providing customer support.
Strong decision making and analytical abilities.
Strong detail orientation and communication/listening skills.

Nice To Haves

An Associate’s degree or higher is preferred.
Door and Frame experience a plus.

Responsibilities

Professionally handle customer requests using current and future information technology to ensure that issues are resolved both promptly and thoroughly.
Answer all phone calls within 3 rings, greet customers promptly and warmly, ascertain problem or reason for calling.
Return any missed calls / voicemails within 15 minutes.
Respond to customer emails, quote requests, or other electronic inquiry within 2 hours.
Follows status of orders from creation through shipping. Responsible for quality of order submitted, ensures that the orders are properly entered into the system.
Address customers' QC issues directly maintaining a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
Interface with Engineering, Production and Shipping functions as needed to address customer issues.
Gather customer information, fulfill customer needs, educate the customer where applicable and document interactions through contact tracking.
Calls on regular and prospective customers to solicit orders.
Enters all contacts, conversations, and quotes into the CRM system (future).
Make daily sales projections, analyzes sales performance reports.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Other duties as assigned