Customer Service Associate

CRESTON INDUSTRIAL SALES

Customer Service Associate

FLSA Status:
Non-exempt Expected

Hours:

Full time EEO Class:
Admin Support

Department:
Inside Customer Service Sales

Reports To:

Operations Manager

The position requires full time work of 40 hours per week during regular business hours with required flexibility from the employee to work extra hours to complete work when needed.

This position works on the inside customer service team to support the outside sales team and serve the customer directly to help fulfill customer orders, develop customer relationships, generate quotes and orders in a timely manner, interpret technical requirements, and provide technical tooling and other product information.

• Understands and achieves customer service objectives and goals
• Completes quotes and orders to meet customer needs
• Serve as primary point of contact for the customer and outside sales
• Utilizes the company ERP and CRM systems and accurately enters and processes data
• Works closely with outside sales reps to ensure complete customer satisfaction
• Supports sales and customer service by building customer rapport, providing technical information and explanations, and preparing quotes
• Fills orders by transferring orders to fulfillment, creates necessary purchase orders, communicates the expected delivery date and explains stock-outs
• Identifies and performs problem-solving when issues arise and provides updates to customers
• Coordinates with internal departments such as finance, warehouse, and others
• Complies with customer records, pricing agreements, and contract documentation
• Tracks orders and quotes and ensures timely communication for on-time delivery of products
• Develops accounts by checking customer's buying history, suggesting related and new items, and explaining technical features
• Maintains and improves quality results by following standards and recommending improvements
• Handles and deescalates customer service concerns
• Updates job knowledge by studying new product descriptions and participates in educational opportunities
• Accomplishes department and organization goals by accepting ownership for new and different requests and exploring opportunities to add value to job.
• Participates in industry training classes to gain knowledge and develop best practices
• Perform other duties when necessary

• High school education or equivalent
• Strong verbal and written communication skills
• Detail-oriented and well-organized
• Customer service skills
• Motivation and skills to make sales goals with prospecting and closing skills
• Technical understanding and ability to become expert on product and services
• Ability to build rapport and relationships
• Data entry skills
• Professionalism

• Customer Service
  - Responds promptly to customer needs and fulfills commitments
• Interpersonal Skills
  - Is respectful and able to relate well with others
• Oral Communication
  - Responds well to questions; demonstrates ability to convey message
• Written Communication
  - Able to read, interpret, and convey information effectively
• Teamwork
  - Able to work effectively on a team, giving and welcoming feedback
• Analytical
  - Uses facts, intuition, data, and experience to make decisions
• Problem Solving
  - Gathers & analyzes information; identifies & resolves problems
• Technical Skills
  - Pursues training and development; shares expertise with others
• Change Management
  - Is open to change and supports others affected by change
• Cost Consciousness
  - Uses organizational resources wisely and effectively
• Diversity
  - Shows respect and sensitivity towards differences of others
• Ethics
  - Works with integrity and performs work honestly
• Organizational Support
  - Follows policies & procedures; supports…