Customer Service Rep, Remote

Primary inside contact for FLEXcon’s customers ensuring all customer needs are met by taking ownership of fulfillment activities, standard product (VBS) recommendations, pricing and information-related complaints.  Proactively interacts with customers, technical service, sales, distribution centers, manufacturing, purchasing and credit on a daily basis to provide quick responses.  Proactively maintain and grow business at existing and new FLEXcon accounts.

SCOPE OF RESPONSIBILITIES:

• Supervisory Responsibilities:   ☐ Yes  ☒ No
• Number of direct reports: N/A

ESSENTIAL FUNCTIONS: 

• Responds to Customer inquiries received by phone, e-mail and fax.  Document interaction in SalesForce.
• Also responsible for inquiries from sales, telesales and distribution centers  
• Recommend, quote, sample and sell VBS products 
• Document opportunities where VBS product does not meet customer requirements, validate that pursuing a custom construction makes economic sense via established FLEXcon guidelines and then professionally transfer customer to FLEXcon technical community for further discussion 
• Responsible for all aspects of Order Fulfillment from receipt of order though delivery and invoicing
• Enter new orders (does this mean first-time orders for existing and new customers?), verifying for accuracy against documented procedures.  Process order changes / cancellations. 
• Recommend alternative product (VBS) constructions if required
• Monitor open work orders and expedite as needed
• Proactively notify customers of late or problem orders and any VBS product alternatives to assist customer
• Resolve customer-specific freight and logistics issues/questions through consultation with FLEXcon Shipping Departments 
• Working knowledge and demonstrated ability to use the E-price tool to fully support customer inquiries, including but not limited to VBS product recommendations, price quotes, price discounting, application sheets, product sampling and trial orders.
• Resolve information-related customer complaints and implements corrective action.  Confirm resolution and corrective action to customer via established FLEXcon guidelines.  Review complaint instance and corrective action with colleagues to prevent recurrence. 
• Handle complaints for pricing mistakes, order entry errors and customer accommodations
• Proactively engage selected assigned accounts by initiating phone and/or e-mail contact to better understand business applications in which FLEXcon participates as well as to uncover missed opportunities in which FLEXcon is not participating
• Assist with order entry overflow for repeat orders
• Assist with standard price quotations overflow
• Responsible for entry of new customer information
• Contribute to Customer Service Improvement Teams as required
• Ability to use problem solving skills and a “can-do attitude” to overcome obstacles
• Cross train new employees when appropriate

REQUIREMENTS:

1.EDUCATION: Bachelor’s degree or equivalent business experience. 

EXPERIENCE: 2-3 years previous Customer Service experience.  Experience in a Manufacturing environment and experience using an ERP system highly preferred.  

2.PERSONAL CONTACTS (Internal/External): Customers, Customer Service team members, Sales, Supply Chain, Manufacturing, Purchasing and Finance

3.CONFIDENTIAL DATA: Customer pricing and applications  

4.COGNITIVE/PHYSICAL REQUIREMENTS RELATED TO ESSENTIAL FUNCTIONS: Repetitive movement of hands and fingers – typing and/or writing.  Occasional standing, walking, stooping, kneeling or crouching. Reach with hands and arms. Talk and hear. 

5.PHYSICAL WORK ENVIRONMENT:  Home/Office Environment 

Job categorization: 1

6.TRAVEL %: Limited for industry education

JOB SPECIFIC COMPETENCIES, EXPERIENCE & SKILLS: 

• Excellent Customer Service
• Verbal and Written Communication skills 
• Ability to learn quickly
• Troubleshooting / Problem-solving skills 
• Ability to work under pressure
• Collaborative team spirit
• Adaptability
• Proficient in Microsoft Office Suite (including Excel) 
• Experience using Salesforce.com a plus