Customer Service Specialist - Merlo Energy

The Kendall Group•Grand Rapids, MI

13d

About The Position

The Customer Service Specialist is a key member of the Sales team and reports to the Location Manager. The role maintains positive customer relationships through excellent service, accurately processes customer orders and requirements, and assists customers with delivery expectations, product availability, freight expectations, and dispute resolution. The position is with Merlo Energy, a division of The Kendall Group, an employee-owned company with more than 75 locations across ten states.

Requirements

Entry-level work experience.
Associate’s degree or equivalent work experience.
Experience working with Microsoft Office.
Highly organized and detail-oriented, with the ability to multitask and shift priorities in a fast-paced, continuously evolving environment.
Ability to work cross-functionally and provide excellent internal and external customer service.
Strong interpersonal communication, problem-solving, organizational, and written and verbal communication skills.
Strong telephone aptitude and ability to interface with customers, suppliers, and outside sales representatives.
Ability to see, talk, and hear, and to sit for eight hours a day.

Nice To Haves

Previous inside sales experience, preferably with a related product line or with end users in an industrial or technical environment.
Understanding of level, pressure, flow, and temperature devices.
Experience interfacing with or supporting a direct sales force.
Technical degree or bachelor’s degree.
Experience with Salesforce, Microsoft Dynamics, or Epicor/Solar Eclipse.

Responsibilities

Process telephone orders and respond promptly to incoming calls, faxes, and email messages from internal and external customers.
Maintain and grow customer sales and gross profits to meet company growth objectives.
Enter orders into Eclipse and Salesforce business systems and document transactions according to company quality-system procedures.
Follow up with customers on quotes and provide feedback to outside sales representatives.
Use company and vendor resources to provide excellent customer service.
Initiate workable solutions to customer issues and ensure effective, long-term resolution.
Expedite orders when necessary.
Maintain quality service by adhering to company policies, procedures, and standards.
Perform other duties as assigned.