Sales and Customer Support Representative

ChemTreat•Glen Allen, VA

2d•$26 - $26•Onsite

About The Position

Fulfill internal and external customer needs as a Sales and Customer Support Representative through a high volume of complex phone calls (averaging 25 - 40 calls a day), while also handling electronic requests (averaging 10 - 20 e-mail tasks weekly). The Sales and Customer Support Representative provides unscripted, customized professional service with the expectation that the Representative has sole ownership over the resolution within a 24-hour window. Schedule alternates between 8:00 AM EST - 4:30 PM EST, 8:30 AM EST -5:00 PM EST, and 9:30 AM EST - 6:00 PM EST depending on business needs Monday through Friday.

Requirements

High School Diploma or GED required.
3-5 years of business and/or customer contact center experience preferred.
Technical, Analytical skills and business knowledge
Communication and Interpersonal skills; Teamwork and leadership
Organizational skills; Self-management
Critical thinking and attention to detail
Ability to handle a fast-paced environment
Clear phone diction
Professional phone and email étiquette
Consistently communicate with supervisor and team regarding status of daily workload
Positive attitude during stressful situations and ability to handle multiple interruptions
Ability to build rapport and relationships with customers
Confident interaction with other departments and senior leadership
Open to change and learning

Nice To Haves

Associate degree or bachelor’s degree preferred.
Spanish verbal and written skills a plus, but not required.

Responsibilities

Support the sales force to resolve complex situations
Problem solves delivery issues, probe and fact find for key elements, and track orders to delivery
Process phone orders (40 - 50 orders daily) and electronic orders (10 - 15 orders weekly)
Responsible for all account maintenance (inclusive, but not limited to account contact information, account tracking, pricing requests, etc.)
Read and decipher notes in order entry
Follow the escalation procedure for outstanding tasks
Control the phone calls (direction, pace, tone)
Diffuse irate callers
Review customer Purchase Orders (PO) for order entry when necessary
Accurately place text-based, customer PO, and e-mail chain orders
Champion problem solving to improve errors made by team and self. Drive to root cause and implement sustainable countermeasures.
High level of multitasking and prioritizing complex tasks
Discern commission decisions at order entry and take action as necessary
Communicate with vendors to obtain order status and product information
Determine freight charge routing and allocation to properly apply freight charges to customers
Interpret customer purchase orders to identify long-term contracts and sales agreements
Establish connection for sales agreements and enforce maximum purchasing amount
Develop and share best practices with team
Understand and adapt to changes in processes and procedures.
Ability to understand lean manufacturing metrics as they relate to daily performance measures
Additional duties as assigned
Other duties as assigned