Customer Solutions Representative

Summary/Objective:

The Customer Solutions Representative provides solutions for customers with complaints and questions, give customers information about products and services, take orders, and process returns. Providing customers with product knowledge and answering questions about their reservations provides a key role in sales.

The Customer Solutions Representative (CSR) builds and maintains strong working relationships with other CSRs, inside sales representatives, territory managers, purchasing personnel, members of management, and purchasing personnel. The position assists co-workers and the Inside Sales Manager to improve and/or maintain a “superior customer experience.”

Essential Functions:

• Ensure customer satisfaction and provide professional customer support

• Communicate with customers through various channels including answering phone calls directed to Inside Sales/Customer Service

• Respond promptly to customer inquiries

• Provide customer quotes and delivery timelines

• Follow-up on entered Customer Quotes

• Provide information and prices for Annual Bids

• Follow-up on all entered Purchase Orders

• Acknowledge and resolve customer complaints

• Up-date P21 errors found as far as (List Cost, Net Cost, Customer Addresses, Phone Numbers, Email Addresses, Billing Addresses, and Item Descriptions)

• Follow-up on the Backorder Report, Promise Date Report, Open Purchase Order Report, and Purchase Order Confirmation Report

• Up-date Landing Costs on all Purchase Orders

This position reports directly to the EGW Inside Sale Manager.

Core Competencies:

• Service-minded individual who operates with honesty and integrity above all.

• Energetic team player with a positive attitude, ready to work in a fast-paced, self-directed environment.

• Excellent time management and organization skills, multi-task activities with shifting priorities.

• Exceptional verbal and written communication, with elevated decision-making, problem resolution, follow-through, and creative thinking abilities.

• Strong technical aptitude.

• Proficient computer skills including MS Outlook, Excel, Word, and Internet Searching

• Superior typing skills

Travel:

Nominal travel expected.

Preferred Education and Experience:

• Customer Service experience required (minimum 2 years)

• Experience use of ERP (SAP, Oracle, Epicor P21, or Epicor Eclipse) preferred.

• Working knowledge of Gas Utility Markets & Products

• Experience working for a distributor or wholesale business, desirable

• A High School degree required

• College Degree or Two years Associate’s degrees in the related field is preferred but not required

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.