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.

• Health and dental benefits, employee assistance program, RRSP/DPSP Program, paid vacation and more!
• Target compensation range is $53k-$60k annually.