Customer Service Representative

Position: Inside Customer Service Representative
ESSENTIALS OF THE JOB

Maintain and cultivate positive customer relationships

Handle all inquiries/contacts in a professional manner

Provide price and availability on any standard or specialty items directly to customers

Work directly with manufacturers to schedule and expedite purchase orders

Maintain stock material and replenish parts when necessary

Work directly with sales representatives to resolve issues or complaints from customers

Take and solicit orders from customers over the phone and via e-mail

Process orders via order entry system, from stock or by directly sourcing from suppliers

Expedite orders and maintain contact with customers and suppliers

Resolve any order problems related to delivery or paperwork issues directly with customers and suppliers

Follow up on orders to assure critical deliveries

Work in concert with the outside sales team; funnel leads/opportunities to the sales team

Resolve product issues or determine product needs over the phone or via e-mail

Follow all safety procedures, guidelines, and SOPs

NON-ESSENTIAL FUNCTIONS OF THE JOB

Education Requirements:

High school diploma, GED, or equivalent reading and writing skills.
Experience Requirements:

Two to three years' experience in materials management or equivalent education/experience.
Other Essential Knowledge:

Driver's license. Good judgment about people; customer service oriented; ability to deal with vendors. Able to utilize PC and office application software; knowledge of automated shipping and inventory systems.
Contacts:

Internal:
Daily contact with professional and management staff of other departments throughout the organization. Daily contact with Supervisor.

External:
Daily contact with vendors and freight carriers to meet routine delivery and receipt schedules.

Direct Work of Others:

None.
Decision Making:

Use experience and judgment to identify and resolve issues relating to daily operations as well as assisting other departments in resolving problems. Routinely works on special projects of moderate complexity where judgment is required in resolving problems and making recommendations.
Challenges:

Must be responsive to numerous and sometimes conflicting customer requirements in a timely fashion while maintaining a positive customer service attitude. The ability to effectively prioritize daily workloads and special projects is key. Must maintain operations to meet all regulatory requirements.

Working Conditions:

Physical Demands: 90-95% of time is spent in an office environment using a computer to track and analyze inventory transactions or in file maintenance. The remainder of time is spent standing, kneeling, climbing, lifting, pulling, and moving materials weighing up to 20 pounds and walking up to 300 yards.

Stressors:
Variable, depending upon deliveries at other locations, volume of work, interruptions, and occasional emergency shipments, deliveries, and receipts.