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Will Call Representative

C.R. Laurence

Will Call Representative

Elgin, IL
Full Time
Paid
  • Responsibilities

    Job Description

    POSITION TITLE: Will Call Representative

    DEPARTMENT: Will Call

    REPORTS TO: Will Call

    CLASSIFICATION: Non-Exempt

     

    JOB SUMMARY

    The Customer Service/Will Call Representative provides exceptional customer service to all C.R. Laurence customers. Through the detailed understanding of all C.R. Laurence products the CSR offers solutions and facilitates a unique experience to all internal and external customers. In addition, completes general administrative support while in a hectic and fast passed environment. This position serves as an ambassador to the company and will be the face of the company through daily interactions.

     

    ESSENTIAL DUTIES & RESPONSIBILITIES

    • Maintain broad knowledge of clients, products and services.
    • Document customer interactions and transactions
    • Listen attentively to customer needs and concerns; demonstrate empathy
    • Accurately process over-the-counter, phoned, faxed and e-mailed orders accurately and in a timely manner
    • Receive and process payments of Will Call customers as well as over the phone (cash, debit, etc.)
    • Answer multi-line telephone in a professional manner
    • Face to face customers interactions
    • Develop and maintain professional and productive business relationships with your internal and external customers that result in a clear definition and understanding of their service requirements and expectations.
    • Respond to all inquiries in a prompt, professional, and courteous manner between internal working associates, manufacturers, and customers
    • Build sustainable relationships and trust with customer accounts through open and interactive communication
    • Go the extra mile to engage customers, adapt and respond to different types of customer requirements or requests
    • Customer database management - Maintain records of customer interactions, process customer accounts and file documents
    • Other duties as assigned

     

    SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS

    To be considered for the Will Call/ Customer Service Representative position, the following conditions must be met:

     

    • 1 year of office support experience in a customer service role
    • High School diploma or equivalent
    • Ability to work in a fast-paced, team environment
    • Organized and able to keep others organized with ability to prioritize effectively
    • Must be able to communicate effectively and conduct yourself professionally, with excellent written and verbal communications
    • Demonstrate critical thinking and independent thinking skills to anticipate and resolve issues
    • Utilizes strong time management and organizational skills to successfully multi-task
    • Maintain business poise and professionalism under stressful situations
    • Handle difficult situations and dissatisfied customers in a calm and professional manner.
    • Able to read and perform simple mathematical calculations
    • Bilingual preferred

     

    EQUIPMENT

     

    · Personal desktop computers, fax machine, copy machine, calculator, writing instruments, telephone, and various printers.

    · Issued safety equipment

    SAFETY

     

    · This position is a largely sedentary; however, caution needs to be taken when listing files, boxes, opening file cabinet drawers, desk drawers.

    · To avoid injuries to hands, back and neck, proper ergonomics should be maintained while working at desk/workstation.

     

    WORK ENVIRONMENT

     

    · Primarily works in an office environment with controlled climate.

    · Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary.

    · Some duties may involve being in a plant environment where noise levels can be moderate to high and be subject to the same general climate conditions of the region (heat, cold, humidity, etc.).

    · Chemicals, dust, pollen and other typical airborne particulate matter are present within the atmosphere of the production floor and may create some odors in the plant. The Company, in an effort to provide its employees with a safe and healthy working environment, limits exposure to chemicals through written procedures, engineering controls and PPE.

    · While the chemical exposure and odors are under acceptable levels set by OSHA and the WCB, they nevertheless, can be smelled and are handled according to the company’s hazardous communication program.

     

    PHYSICAL ACTIVITIES/DEMANDS

     

    ACTIVITY

    OCCASIONAL (0-32X/SHIFT)

    FREQUENT (33-200X/SHIFT)

    CONSTANT (201+X/SHIFT)

     

    BEND/TWIST

    X

     

     

    CARRYING

    X

     

     

    KNEEL/CRAWL

    X

     

     

    LADDER/SCAFFOLD CLIMBING

    X

     

     

    REACHING

    X

     

     

    REPETITIVE USE

     

     

     

    WRIST/HAND/FINGERS

     

     

    X

    SHOULDER/ELBOW

     

     

    X

    HIP/KNEE/ANKLES

    X

     

     

    STANDING

    X

     

     

    SITTING

     

     

    X

    STOOP/SQUAT

    X

     

     

    STAIR CLIMBING

    X

     

     

    TYPING/KEYBOARDING

     

     

    X

    WALKING

    X

     

     

    OTHER (EXPLAIN)

     

     

    For the following physical activities, list amount of both measurements (how often and how much).

     

    LIFTING

    Occasional

    Occasional

    Occasional

    Occasional

    Lbs. of force measured

    · (0-15)

    (15-30)

    (30-50)

    (50-75)

    PUSHING/PULLING

    Occasional

    Occasional

    Occasional

    Occasional

    Lbs. of force measured

    · (0-15)

    (15-30)

    (30-50)

    (50-75)

     

     

    The duties listed above are intended only as illustrations of the various types or work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

     

    The job description does not constitute an employment contract between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

    Company Description

    C.R. Laurence Co., Inc. (CRL) is the leading supplier to the glazing, architectural, railing, construction, industrial, and automotive industries. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.