Sales Support / Customer Service Representative

Nefco•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 employees, customers, drivers, vendors, and branch teams to resolve problems and maintain customer service levels that exceed expectations. The position is non-exempt and eligible for overtime.

Requirements

Ability to work in a fast-paced, high-pressure environment.
Strong computer skills and ability to use NEFCO’s Enterprise Resource Planning system, Eclipse, and Microsoft Office Suite.
Excellent verbal and written communication skills.
Strong customer service skills.
Excellent regular attendance and punctuality to ensure a high-quality, timely response to customers.
Ability to perform work accurately, urgently, with integrity, and with strict attention to detail.
3–5 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 customer complaints, determining root causes, explaining solutions, expediting corrections, and following up.
Create paperwork for customer returns and process customer credits and adjustments.
Dispatch for drivers and provide contact information or correct 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 between appropriate departments.
Arrange redelivery or reschedule deliveries when addresses are wrong.
Manage missed deliveries by entering an Error Report and communicating with the branch responsible for redelivery.