Customer Service Representative

DGI Supply is hiring a Customer Service Representative to handle customer inquiries, quotations, order entry, product sourcing, and complaint resolution. The role focuses on customer satisfaction and retention, accurate and timely service, and building customer and vendor relationships.

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

Requirements:

• 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
• High level of concentration, confidentiality and organization
• Ability to multi-task
• 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
• 3+ years' customer service experience in Industrial Supplies or related field highly preferred