Customer Service Representative for PBE Industry

Summary

The Customer Service Representative is the interface between distribution and our clients. This person is responsible for handling all order processing, quote generation, and issue management (product performance/warranty, delivery issues/questions), and technical questions. Your purpose is to assist customers with orders and product questions. You will minimize the friction between clients and distribution - making dealing with our company effortless for clients.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Manage (and resolve) issues; Triage requests for quotes (RFQs), order processing, technical expertise. In both cases, the objective is to process “cases” as rapidly and as accurately as is possible.

· Assume full ownership of any quality issues that come in from customers and that inside sales routes to customer service; case cycle times are minimized; work is error free; customer contacts are recorded - in real time – in ERP and/or CRM.

· Relationships with other team members are productive and free from conflict and there is no behavior that is damaging to - or in competition with our organization.

· Fielding calls and emails direct from customers and Inside Sales force; entering orders; processing issues of varying complexity (from delivery inquiries through to error resolution).

· In addition to taking inbound calls, will also be required to participate in short daily WIP meetings; create and close cases in ERP/CRM; and send quotes to customers.

Internal Relationships and Hand-offs

Subject Matter Experts

· Customer Service will route tasks that are escalated to the Subject Matter Experts.

Inside Sales

· Inside sales routes all orders to customer service for processing (an inbound inquiry is to be classified as an order if the client is already aware of the list of part numbers that constitutes their order – even if price updates are required).

· Inside sales routes all quality issues to customer care (and ensures that the CSR has the information required to assume ownership of the issue). In the case that inside sales receive an inquiry with both a customer care and sales component, inside sales will treat each component separately (and will explain the benefit of so doing to the client).

· If customer care encounters a customer that is uncertain about the part numbers required to solve their problem, the CSR will escalate the inquiry to inside sales.

·Inside sales passes every RFQ to customer service.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offer assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.

Sales Skills - Achieves sales goals; overcomes objections with persuasion and persistence; initiates new contacts; maintains customer satisfaction; maintains records and promptly submits information.

Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan.

Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Associates degree or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Word Processing software and Spreadsheet software.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; talk, hear or smell. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience

• 1 year(s): PBE industry preferred but not required