Customer Service Associate

POSITION SUMMARY

The purpose of this position is to interact with customers individually, developing relationships with customers through providing price quotes, materials availability, scheduling orders for deliveries. And provide information in response to inquiries about products and services and handle and resolve complaints.

ESSENTIAL FUNCTIONS:

• Answering incoming phone calls/emails.
• Provide price quotes and availability of materials to customers.
• Scheduling orders for deliveries.
• Provide customer service & sales support to fabricators/installers & walk-in customers.
• Enter orders, update & cancel orders as needed.
• Handle cash/credit card transactions.
• Balancing end of day cash reports.
• Answering product questions and educating customers on our products.
• Organize orders for weekly trucks.
• Assist customers with problem resolution.
• Provide and encourage outstanding customer service.
• Answer incoming calls on a multi-line system in a professional and courteous manner.
• Respond to customers via telephone or email through personal computer.
• Receive customers' requests by telephone, email, analyze requests, provide information requested, or ascertain who can best provide the information, and route the request to the proper person.
• Provide pricing information, processes orders, and similar data due to customer, as required.
• Follow up with customers to assess level of customer service.
• Take orders over the phone or in person and enter them into data base.
• Resolve customer questions related to orders or inventory.
• Contact customers to ascertain data omitted on orders.
• Analyze transactions, correct and adjust orders.
• Able to Add-on and upgrade sales.
• Must be prompt and timely in completing assigned responsibilities
• Develop knowledge of product line, prices, delivery time, and similar data as required.
• Manage light administrative duties.
• Perform all aspects of the job within company policy and procedures.
• Perform back-up for showroom consultants.
• Other duties as assigned.

POSITION QUALIFICATIONS, KNOWLEDGE, SKILLS AND ABILITIES:

• A well-organized and self-directed individual with the ability to prioritize duties.
• Excellent multi-tasking & time management skills.
• Exceptional communication and interpersonal skills.
• Able to work in a fast paced, self-directed environment.
• Must enjoy interaction with a variety of different customers from different backgrounds.

EDUCATION AND EXPERIENCE:

• High School Diploma required.
• 2 years of Customer Service Experience.
• Experience in Will call, Order Desk or Customer Call Center.
• Previous work experience in the industry a plus, but not required.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• Ability to be on your feet for extended periods of time.
• Ability to push/pull/lift up to 20 lbs.
• Bending for filing is occasionally required.
• While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time.
• Availability to work a minimum of 1 Saturday a month (hours 9am-2pm).