Customer Service Representative 1 – Hollow Metal - Fontana, CA

Customer Service Representative 1 – Hollow Metal - Fontana, CA

The Customer Service Representative 1 (CSR-1) is the single point of customer contact "cradle to grave" to handle all customer needs. Build a trusting relationship with the defined customer base. The CSR-1 serves the customer by responding to inquiries about products and services, resolving complaints, quoting and placing orders to ensure that the proper products are configured and shipped. This contributes to the overall success of DCI by being a team player willing to step in as needed to do whatever it takes to ensure the customer has what they need when they need it.

What You Will Do:

• Professionally handle customer requests using current and future information technology to ensure that issues are resolved both promptly and thoroughly:
• Answer all phone calls within 3 rings, greet customers promptly and warmly, ascertain problem or reason for calling.
• Return any missed calls / voicemails within 15 minutes.
• Respond to customer emails, quote requests, or other electronic inquiry within 2 hours.
• Follows status of orders from creation through shipping. Responsible for quality of order submitted, ensures that the orders are properly entered into the system:
• all information and customer questions must be complete
• clean information put together as a complete package
• ensure all order details are correct and complete
• reviews final completed check lists prior to order release to engineering.
• Address customers' QC issues directly maintaining a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Interface with Engineering, Production and Shipping functions as needed to address customer issues.
• Gather customer information, fulfill customer needs, educate the customer where applicable and document interactions through contact tracking:
• Calls on regular and prospective customers to solicit orders.
• Enters all contacts, conversations, and quotes into the CRM system (future).
• Make daily sales projections, analyzes sales performance reports.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
• Other duties as assigned

What You Need to Succeed:

• High School Diploma or GED.
• An Associate's degree or higher is preferred.
• 2+ years in customer service or as an account manager with construction experience.
• Door and Frame experience a plus.
• Experience with ERP and CRM systems. Strong Microsoft Office skills.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Skill in negotiations, communications and providing customer support.
• Strong decision making and analytical abilities.
• Strong detail orientation and communication/listening skills.

Why Work for Us?

• You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there's plenty of room to make an impact. As our values state, "this is your business, run with it".
• You're looking for a company that will invest in your professional development. As we grow, we want you to grow with us.
• You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!
• You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential.

What You'll Get from Us:

• Health, dental and vision insurance coverage, helping you "be safe, be healthy"
• Generous Vacation and Sick Time
• A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
• Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
• Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
• Disability Insurance –Short-Term…