E-Commerce – Customer Service

Overview

As Customer Service for our E-Commerce division  located in Toledo, OH, the online store of Modern Builders Supply, a few of your responsibilities will include:

• Provide professional customer interaction by responding to questions and assist with ordering via phone and email
• Document interactions with customers and vendors within our CRM
• Partner with vendors for training and product information
• Follow up on orders to manage tracking information, product returns, and filing claims for damaged merchandise
• Proactively reach out to potential customers via phone and email
• Responsible for the overall customer experience while on our website
• Successful candidates must be work oriented, have initiative, ambition, and a desire to learn the business from the ground up.

• Customer Service – Answer incoming calls and emails in an efficient manner
• Identify and handle customer questions, concerns, and overall needs
• Provide accurate answers and solutions to customer queries
• Enter and process new orders from customers
• Maintain customer and contact data in our CRM system
• Emphasize product/service features and benefits
• Generate and develop new customer accounts to increase revenue, by proactive phone sales if necessary
• Determine what the customer is looking for and what features are most important to them
• Review industry related literature to gain an understanding of the various markets, potential customers, market direction, and competitors

• Knowledge of:
  • Company policies, procedures, and overall mission and vision
  • Building products/roofing industry preferred
  • Products and a basic knowledge of sales and customer service principles
• Skilled in:
  • Analyzing data and situations accurately with a strong attention to detail in order to develop the proper course of action needed to be taken
  • Interpersonal communications by talking to others to convey information effectively and actively listening by giving full attention to what others are saying, asking appropriate questions and not interrupting at inappropriate times
  • Oral and written communication with an emphasis toward customer satisfaction
  • Detail oriented and works with a high degree of accuracy
  • Efficient problem-solving
  • Time management
• Ability to:
  • Build and maintain customer relationships
  • Complete the sale
  • Learn in a fast paced and friendly environment
  • Work as an individual and a team on projects
• Other Characteristics: Previous customer service or retail sales experience preferred

• Competitive wages
• Paid weekly via direct deposit
• Medical, dental, vision, disability insurance, and life insurance