Customer Service Representative

Job Title:

Customer Service Representative

This role supports customers by identifying and supplying the parts and products they need, with a strong focus on fluid power and automation solutions. You will interact extensively with customers to clarify requirements, research and recommend appropriate parts, prepare quotes, and process orders. The position combines customer service, technical support, and inside sales, including generating new business, add-on sales, and leads for outside sales.

You will work closely with original equipment manufacturers, industrial companies, heavy equipment users, and other customers where fluid power and automation products are utilized.

Responsibilities

+ Process customer orders and quotes for a wide range of products and value-added services received through email and phone inquiries.

+ Answer delivery-related inquiries by checking stock availability, back order status, vendor schedules, and shipping dates, and follow up on purchasing and receiving of specific products.

+ Work from worksheets, inventory lists, part number files, and related documentation to assist customers in identifying parts, gathering cost and discount information, and confirming stock availability.

+ Expedite order inquiries by checking order status, following up on back orders and lost orders, and ensuring timely resolution.

+ Investigate defects, damages, and incorrect shipments, coordinating corrective actions and communicating outcomes to customers.

+ Follow up on the status of in-house repairs and provide customers with timely updates.

+ Assist walk-in customers by identifying their product needs, providing technical support, and processing their orders efficiently.

+ Monitor customer returns, investigate causes, recommend or approve reshipments or credits, and complete all necessary documentation.

+ Proactively seek and develop opportunities to increase business and expand the account base by qualifying and opening new business accounts.

+ Utilize sales techniques to add-on sell, up-sell, and promote related products and services while maintaining professional customer service.

+ Efficiently and professionally service sales accounts and maintain a detailed history of customer interactions and discussions in organizational systems.

+ Develop and maintain strong customer relationships, continuously striving to build rapport and ensure high levels of customer satisfaction.

+ Attend product training seminars to enhance product knowledge and improve the ability to support customers effectively.

+ Uphold a professional image in all customer interactions, particularly over the phone, and represent the company's products and services with integrity.

Essential Skills

+ Demonstrated ability to learn and apply new information quickly in a technical and sales-oriented environment.

+ Experience in telesales, outside sales, or a combination of both, with a focus on customer interaction and order generation.

+ Product knowledge of fluid power products and automation components such as actuators, air valves, and compressors

+ Clear, pleasant, and professional speaking voice suitable for phone-based sales and customer communication.

+ Strong interpersonal and communication abilities, with the capacity to establish rapport and build relationships with current and potential customers.

+ Effective negotiation and closing skills to drive sales and secure customer commitments.

+ Ability to establish and maintain professional interpersonal relationships with customers and internal contacts.

+ Solid organizational skills, including the ability to manage multiple competing priorities and maintain accurate records.

+ Good problem-solving and reasoning skills to address customer issues and identify appropriate solutions.

+ Basic computer skills, including proficiency with the MS Office suite.

+ High level of integrity, with a willingness to accept responsibility for actions and decisions.

+ Ability to accept constructive criticism without becoming defensive and to use feedback to improve performance.

+ Strong listening skills and a solid command of the English language for clear, precise communication.

+ High degree of personal…