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

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

Customer Service Representative

Key skills