Customer Service Representative

Merchants Metals LLC • Statesville, NC

17d • Onsite

About The Position

The Customer Service Representative is responsible for providing customer interface and provides a variety of services, solutions, support, and information in a manner that builds trust, confidence, and long-term business. The customer service/inside sales representative is the primary internal customer point of contact for service, information regarding products, and customer complaints.

Requirements

• 1-3 years of relevant experience.
• Proven customer support experience in a large-scale B-2-B environment.
• Ability to adapt/respond to multiple priorities calmly and professionally.
• Excellent communication skills, including phone etiquette and active listening, and excellent note-taking.
• The proven willingness and ability to rapidly and thoroughly learn new software, such as Microsoft products, ERP, and company-specific technology tools. Confident in one’s ability to evolve continuously with the role.

Nice To Haves

• A two-year degree is strongly preferred
• Project management experience and/or certification is strongly preferred

Responsibilities

• Primary owner of day-to-day relationship with high-volume B-2-B customers, ensuring timely and accurate fulfillment of orders. Coordinates all activities with those particular clients with their assigned sales representatives and keeps sales reps abreast of any issues, opportunities, and developments.
• Tracks and manages larger, multi-service-center orders with multiple SKUs and multiple delivery points over several dates. Advocates for the customer to internal operations leaders.
• Consult with customers to provide information about products or services, cancel accounts, or obtain details of complaints.
• Prepare quotes, promote solutions and services, process orders, arrange deliveries, invoicing, and process product returns. Acts as an internal sales representative to smaller customers.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions, are taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Interacts with prospects to identify appropriate contacts and qualify and drive leads through the sales pipeline.
• Suggest new or additional services or products to customers based on their needs; identify and close additional purchases of products and services by customers' communities.
• Prospects qualify and generate sales within the company’s established trading partners. Responds to requests for bid, and develops relationships such that Merchants Metals is informed about upcoming RFBs timely.
• Remains knowledgeable and up-to-date on changes and developments in the company’s B2B infrastructures.
• Additional duties as needed.

Benefits

• Medical, Dental, and Vision coverage for Employees, Spouses, Dependents &/or entire Family
• Company Paid Life Insurance and Short/Long-Term Disability Insurance
• Convenient 24/7 Doctor Visits through LiveHealth Online
• Legal Assistance via Legal Shield
• Employee Assistance Program
• Identify Theft Protection
• Access Perks – Discounts on products and services with companies nationwide.
• 401k Retirement Program with strong company match
• competitive wage
• career advancement
• training opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED