Customer Service Representative

Description

This position helps generate revenue by obtaining orders, understanding customer’s needs, solving problems, providing technical information, and developing accounts. This position will work cooperatively with technical inside/outside salespeople and other members of the team to grow existing customers and create new customers while increasing customer satisfaction.

• Answer inbound phone calls to aid current and prospective customers to purchase
• Initiate outbound calls to current and prospective accounts to inform them of new products, promotions and purchasing opportunities.
• Explain product features based on analyses of customers’ needs and on technical knowledge of product capabilities, while providing solutions.
• Open customer accounts by recording accurate information and obtaining needed documents for verification to finalize account set up.
• Receive and process orders from current and prospective customers via phone or EDI.
• Monitor the status of orders and contact customers to assure they are fully aware of any changes in the order fill rates, b/o’s, ship dates and payables from original order specifications.
• Answer customers’ questions about products, prices, availability, or credit terms.
• Accurately and effectively manage all aspects of order entry, invoicing and acknowledgements to customers.
• Maintain customer records by updating account information where easily accessible by teammates.
• Provide “Professional Service Level” regarding all verbal and written communications with current and potential customers.
• Meet or exceed customer expectations regarding delivery, quality, and service.
• Obtain working knowledge of RWB’s products, services, manufacturing, and technical capability.
• Become well versed in RWB’s operating system to perform daily work functions and assigned tasks.
• Maintain open dialog with all sales teammates, making certain any issues/problems are completely explained and resolutions found.
• Work with customers using problem resolution to quickly address all RMA, billing, shipping, credit issues.
• Respond to sales request from social media sites (Marketing support).
• Other duties as assigned.

• High School Diploma and 5-10 years of customer care, or
• Bachelor’s degree with 0-5 years’ experience
• Entry level technical sales experience
• Proficient in Excel, Word, and email
• Ability to become proficient in company operating systems. (ERP/MAS 500)
• Exemplary interpersonal skill in dealing with customers
• Detail‑oriented and possess the ability to follow through on issues
• Excellent communication skills (both verbal and written). Must be able to communicate with both management and non-management associates.