Customer Service Representative

Morgan Distributing Inc•Scott City, MO

8d•Onsite

About The Position

Seeking a Customer Service Representative role in a growing, family-owned business. Morgan Distributing, Inc. ("MDI") is a third-generation, family-owned flagship motor fluid distributor in Illinois, Missouri, Indiana, Iowa, Kentucky, and Arkansas. We pride ourselves on delivering the highest quality motor oils, industrial lubricants, metalworking, gas, diesel, propane and specialty fluids to our customers. Our markets span automotive, trucking, heavy-duty, agriculture, construction, mining, power generation, and industrial. We provide industry leading technology through synthetic lubrication, energy savings analysis and assist in the development of long-term sustainable maintenance programs. We are proud to be family-owned, promoting a legacy of hard work, integrity, and a true dedication to customer service. Morgan Distributing, Inc. is an ExxonMobil Lubricant Distributor headquartered in Decatur, Illinois with 3 additional locations in Fairfield, Illinois, Cape Girardeau, Missouri, and Valparaiso, Indiana. Currently, we are seeking a Customer Service Representative in our Cape Girardeau, MO location. This Customer Service Representative position will be responsible for supporting our Lubricants side of the business. Customer Service Representatives are responsible for processing orders, billing, supporting our sales team, warehouse team, drivers, other branches of the business, and more importantly building strong and trusting business relationships with our customers.

Requirements

Highly developed sense of integrity and commitment to customer satisfaction.
Demonstrated passion for excellence with respect to treating and caring for customers.
Ability to communicate clearly and professionally, both verbally and in writing.
Has a "thick skin" and is able to handle complaints and unpleasant customers.
Has a pleasant, patient, and friendly attitude.
Strong decision making and analytical abilities.
Strong detail orientation and communication/listening skills.
Willingness to work occasional approved overtime when needed.
Possess a strong work ethic and team player mentality.
Ability to use computers and computer systems, to process and verify information, and to resolve conflicts and negotiate.

Nice To Haves

1+ years of experience in customer service or help desk capacity preferred but not required.
Some experience with multiline phone systems and computers.
Experience with Google, Microsoft Office and Adobe preferred.

Responsibilities

Thoroughly and efficiently gather customer information, access, and fulfill customer needs, and educate the customer where applicable.
Provide quality service and support in a variety of areas including, but not limited to billing, placing orders, and resolving issues.
Troubleshoot customer issues over the phone.
Use automated information systems to analyze the customer's situation.
Maintain a balance between company policy and company benefit in decision making. Handles issues in the best interest of both the company and the customer.
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
Responsible for compiling and generating reports as they relate to customer requests and needs.
Continuously strive to work with the Sales Team, the Warehouse Team, the Operations Team, and all branch locations.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.