Customer Service Representative (Inside)

Summary of Responsibilities:

- Receives incoming telephone calls and emails from customers and responds in a timely fashion to their requests for:

• placing orders
• quotations
• cross reference with competitors’ products
• expedite requests
• shipment details
• product literature and information
• resolution of shipment problems, pricing discrepancies, and quality issues

- Prepares sales orders and change orders in a timely, complete, and accurate manner and enters information into computer system

- Produces outstanding quotation and sample summaries

- Ensures that quotations are followed to their conclusion, maintains status and accuracy of quotes until completion

- Obtains pertinent information if quotations are unsuccessful to share

- Co-ordinates sales lead reporting with representatives

- When Material Control advises that incoming purchase order delivery will be late, advises customer of revised expected delivery date. Monitors delivery updates with Material Control and keeps customer informed.

- Requests costing information on large volume quotations from Material Control

- Initiates contact to customers soliciting orders on a proactive basis

- In response to customer requests, expedites purchases orders with Material Control

- In the event of quality issues, promptly engages with Material Control and Engineering to ensure that the problem is resolved. Keeps customer informed.

- Co-ordinates the return and/or replacement of goods as required.

- Maintains customer mail/e-mail lists and co-ordinates all mailings

- Answers incoming telephone calls to the company and directs as required

- Ensures that communication with customers, superiors and co-workers is courteous and business like

- Maintains good working relationships with Material Control and Engineering

- Other Customer Service duties, as assigned

Skills Required:

- Good verbal and written communication skills in English

- Pleasant and courteous telephone, email manner

- Good negotiation skills

- Strong organizational skills

- Proficiency in using MS office software, including Outlook, and Excel

Educational Requirements

- Community College Graduate

Experience Required:

- Two year’s prior experience in customer service

Job Type:

- Full Time, Contract