Customer Service Representative

Customer service representative act as a liaison while being responsible for engaging with internal and external customers on behalf of the company.

JOB DESCRIPTION:          Customer Service Representative

DEPARTMENT:                   Sales

Reports to:                       Sales Manager  

Dotted-Line Report:           1. General Manager

Duties & Responsibilities:

• Provide superior customer service, placing heavy importance on customer satisfaction
• Handle inbound and outbound customer calls while identifying customers’ needs and wants and personalize purchase opportunities /solutions to fulfill them
• Maintain a strong understanding about product inventory, features, pricing  and technical data to answer specific customer questions
• Provide walk-in customers with product demonstrations and educate them about the features and benefits of the company’s products
• Introduce customers to additional products or services by cross-selling and up-selling
• Actively communicate daily with Sales Consultants regarding out of stock items and recommend alternate substitutes
• Process new orders daily from back order listing provided by Inventory Team
• Adhere to specific invoicing cut-off times and delivery of invoices to Warehouse daily
• Proactively follow up with the Purchasing & Inventory Departments for out of stock items that are to be purchased or manufactured
• Assist Sales Consultants with preparing customer quotations, creating orders/billing and invoicing as needed
• Work as a team player, upholding company policies with integrity in all aspects of customer service and contributing to a professional and positive working environment
• Utilize Sage Sales System to ensure standard processes during all sales stages to conduct daily, month-end and year-end close processes
• Work closely with the Accounts team to ascertain credit check status for accounts with credit hold, outstanding balances, container anomaly and/or credit limit verification
• Utilize Sage Sales System to ensure standard processes during all sales stages to conduct daily, month-end and year-end close processes
• Participate in training sessions and meetings with sales team to discover new communication tactics and maintaining expert knowledge about company products or services to best help customers
• Seek opportunities to improve performance, personal growth and development
• Perform other duties as assigned

 Consults with:

• Accounts Department
• Inventory, Purchasing & Warehouse Departments
• All Levels of Management

Customer Service Representative Qualifications/Skills:

• Excellent communication and presentation skills
• Interpersonal and customer service skills
• Good writing skills
• Good active listening skills
• Dedication to customer satisfaction
• Persuasiveness
• Empathy
• Adaptability
• Ability to use positive language and maintain self – control
• Attentiveness
• Patience
• Multi-tasking, prioritization and time-management skills
• Analytical and problem-solving skills
• Proactive critical thinking