Sales Support / Customer Service Representative

NEFCO Construction Supply LLC•East Hartford, CT

About The Position

The Sales Support / Customer Service Representative handles day-to-day customer issues, including returns, missing products, missed deliveries, incorrect materials, and sales errors. The role works with customers, employees, drivers, vendors, and branch departments to resolve problems and help ensure customer service expectations are met. This is a non-exempt position eligible for overtime.

Requirements

Demonstrated ability to work in a fast-paced, high-pressure environment.
Excellent computer skills and ability to operate NEFCO’s Enterprise Resource Planning system, Eclipse, and the Microsoft Office Suite.
Excellent verbal and written communication skills.
Strong customer service skills.
Maintain excellent regular attendance and punctuality to ensure a high-quality, timely response to customers.
Perform work accurately, urgently, and with integrity while paying strict attention to detail.
Three to five years of work experience.

Nice To Haves

A degree is preferred, although industry experience may be considered in lieu of a degree.
Experience in construction supply sales is preferred.

Responsibilities

Build strong working relationships with employees and customers to ensure service levels exceed customer expectations.
Resolve product or service problems by clarifying complaints, determining root causes, explaining solutions, expediting corrections, and following up.
Create paperwork for customer returns and process customer credits.
Dispatch for drivers by providing contact information and correcting wrong addresses when drivers encounter problems.
Contact drivers to obtain estimated arrival times for customers.
Handle return authorizations with vendors.
Access daily delivery manifests.
Maintain the hot list and communicate with appropriate departments.
Make changes to redeliveries for wrong addresses or reschedule deliveries.
Manage missed deliveries by entering an Error Report and communicating with the branch responsible for redelivery.