Customer Service Representative

The Customer Service Representative will be responsible for answering phone calls, replying to emails, to answer questions, solve problems, quote, enter orders, sourcing, leveraging pricing with vendors and promoting our organization's products and services. They will also research and resolve complaints to ensure customer retention and satisfaction. Working collaboratively with their colleagues has a focus on building strong customer relationships and their profitability to drive both the customer’s and the company’s success.
DUTIES AND RESPONSIBILITIES:

Handles customer and sales interactions via phone, email and tickets within the Customer Care Box

Log into phone system (Office @ Hand) and use appropriate codes for activities

Process requests for quotations, order entry and product questions from customers; as needed provides on-demand expediting

Ensure accurate order entry and timely feedback to customer inquiries

Drives profit margin and the customer success

Brings in internal and external partners and leverages their expertise; as well as the tools and resources needed

Active and contributing member of the Customer Service Team Huddle and active participant in ongoing customer service training

Serve as a role model for peer group and new hires

Monitor and review performance to operational metrics, order processing and service level reporting

Source equal or alternative products as needed

Establish vendor relationships

Handle a fast pace, complex and demanding requests to meet customer deadlines

Suggest cost reduction opportunities or efficiency gains in all aspects of Customer Service transactions and activities; reporting pricing inaccuracies

Responsible for researching and resolving complaints, product inquiries or ordering to ensure customer retention and satisfaction

Other duties as assigned

Reports to the Customer Service Manager

SKILLS AND EXPERIENCE REQUIRED:

3+ years’ customer service experience in Industrial Supplies or related field highly preferred

Industry knowledge desired but not required

Excellent listening skills and the ability to empathize with customers

Thorough, organized and systematic in approach to work

Effectively manage work hours and demonstrate strong organizational skills

Strong verbal and written communication skills

Skilled at establishing and maintaining effective working relationships

Ability to manage self in a fast-paced business environment

Moderate to advanced skills in technology

Possess a “roll up your sleeves” approach to daily tasks

Proven ability to use operating systems and other third-party software to service customer needs effectively; including Microsoft Office (Word, Outlook, Excel, Teams) and Prophet21 (ERP)

Professional maturity, integrity and a positive attitude

Strong ability to work well under pressure

Passionate, Adaptable, Customer Focused and Teamwork oriented

Strong sense of urgency and accountability

PHYSICAL/MENTAL REQUIREMENTS:

Requires prolonged sitting, sometimes standing, bending and walking

Moderate to heavy use of hands in grasping, repetitive hand movement and finger coordination in keeping records and using a keyboard

Speech and hearing to communicate effectively in group settings, one-on-one, and by telephone

High level of concentration, confidentiality and organization

Ability to multi-task

REMOTE/HYBRID WORK REQUIREMENTS: In order to work remotely the Employee Must:

Reside in the United States or Canada.

Have access to high-speed reliable internet (with a minimum of 50 mbps for download speed and 50 mbps for upload speed).

Have a quiet, dedicated workspace free from distraction.

For more details, see the Remote Work Policy in the Employee Handbook.

Employment Opportunity includes:

Health and dental benefits, employee assistance program, RRSP/DPSP Program, paid vacation and more!

Target compensation range is $53k-$60k annually.

Originally posted on Himalayas