Customer Service Specialist - Merlo Energy

Galloup•Grand Rapids, MI

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 by providing excellent service, accurately processing customer orders and requirements, and assisting customers with delivery expectations, product availability, freight expectations, and dispute resolution. The position handles customer communications and orders, supports sales growth, follows up on quotes, expedites orders, and resolves customer issues. The specialist uses company and vendor resources and business systems while adhering to company policies, procedures, quality standards, and processes.

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 well cross-functionally and provide excellent internal and external customer service.
Strong interpersonal, problem-solving, organizational, 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 8 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 and document transactions in accordance with company quality systems and 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 for 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.