Senior Customer Service Representative

Smiths Interconnect • Mount Vernon, VA

73d • Remote

About The Position

The Senior CSR plays a key role in driving revenue by engaging prospective and existing customers through phone, email, and digital communication platforms. This position requires strong interpersonal skills, a proactive sales approach, and the ability to thrive in a dynamic environment. The Inside Sales Representative will focus on identifying customer needs, resolving inquiries, managing the sales pipeline, and collaborating with internal teams to ensure a seamless customer experience.

Requirements

• High school diploma or general education degree (GED).
• 1 - 3 years of previous customer service experience, preferably in B2B communications.

Nice To Haves

• Associate's degree in business or marketing preferred.
• Experience with graphic design software and Epicor systems is a plus.
• Proficient in Microsoft Excel and Word; working knowledge of PowerPoint is preferred.
• Marketing knowledge and familiarity with social media branding (e.g., Facebook, Instagram) are advantageous.

Responsibilities

• Collaborate with the sales team and cross-functional departments to ensure a positive customer experience.
• Prepare and deliver timely quotes, proposals, and product information to customers.
• Manage inbound and outbound sales calls, emails, and other communications with new and existing customers.
• Maintain accurate and up-to-date records of customer interactions, sales activities, and pipeline opportunities within the CRM system.
• Foster and maintain positive customer relationships by understanding client needs and delivering tailored solutions.
• Follow up with the CSR Supervisor on inbound lead calls or emails to facilitate communication with the Vice President or Sales Representative.
• Stay informed about industry trends, product updates, and competitor activities to identify growth opportunities.
• Assist in achieving sales goals by identifying opportunities for cross-selling and upselling products and services to prospective and established customers via phone calls or email.
• Provide comprehensive post-sale support, resolving customer issues and ensuring satisfaction.
• Distribute Inferior Quality (IQ) reports from external customers to the Production team on a weekly basis.
• Coordinate delivery schedules with customers and transport providers once loads are confirmed by shipping supervisors.
• Collaborate with external customers to identify additional freight opportunities and optimize trailer usage when necessary.
• Process customer order paperwork for shipment via phone, fax, or EDI.
• Send order placement reminders to customers and track/update monthly order information as needed.
• Follow and promote all Company policies and procedures.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: High school or GED