CUSTOMER SERVICE REP III
Provides superior service to our customers by providing product and service information. Assists with complaints, orders, errors, account questions, billing, cancellations and other queries. This position will require experience in handling electronic ordering capabilities and extended communication with major accounts.
Job Responsibilities & Requirements
Required Skills
ESSENTIAL FUNCTIONS:
- Attracts potential customers by answering product and service questions, suggesting information and products or services.
- Process orders received by EDI or other electronic means, make changes or cancel orders by following order entry procedures.
- Initiate callbacks to and follow up with customers in the event of backorders and other unexpected changes or delays. Ability to use customer portals and communicate clearly with verbal or written skills.
- Document and communicate customer feedback including complaints to management.
- Resolve customer complaints via phone, email or mail.
- Attend product and customer related meetings as required. Communicate new part numbers or products to customer and set up customer item cross-reference to enable electronic ordering.
- Recommend potential products or services to management by collecting information and analyzing customer needs.
- Apply non-standard pricing to orders such as special promos or job quotes as applicable using standard pricing department procedures.
- Attendance at work during the regularly scheduled shift is an essential duty. This includes, but is not limited to the ability to be present at work, arrive on time and be at the work station ready for work at the start of the shift.
- Perform other duties as required.
- Experience in dealing with “Big Box” customers and procedures.
- 5-10 Years Industry or comparable experience
- Ability to work closely with manufacturing and shipping for best sourcing of orders and production dates.
- Coordinating customer shipping request to insure correct availability and timing for pickup of orders.
- Contributing to positive department KPI performance
- Assist in preparing shipping documents and labels and providing special instructions per distribution center.
Required Experience
SKILLS & ABILITIES:
EDUCATION/EXPERIENCE
- High school diploma or equivalent.
LANGUAGE SKILLS
- Ability to read and write English. Excellent verbal and written communication skills.
COMPUTER SKILLS
Working knowledge of computers including Microsoft Excel, Word and Powerpoint.
5+ years working in an ERP system, QAD knowledge a plus
Experience with using CRM to manage customer information
OTHER SKILLS
- Ability to work in a team environment.
- Advanced Customer Service skills
- Multi-Tasking
- Ability to interact professionally with others; including internal customers, vendors and external customers.
- Knowledge of residential and commercial construction and specification processes a plus.
- Strong problem-solving skills and attention to detail.