Customer Service Representative

3 months ago

Youngstown, United States TBG | The Bachrach Group Full time

Monday through Friday 8am-5pm

Onsite

Customer Service Representative


Customer-oriented service representative to provide customer support, quoting, order management support, claim management, sales support, provide product/services information and resolve with accuracy and efficiency any emerging problems that our customers require assistance with. The goal is to ensure excellent service standards and maintain a high level of customer satisfaction.


Essential Duties and Responsibilities Includes the following:


  • Effectively manage various administrative tasks, including incoming calls, order processing, inquiries, issues, filling, and database information, writing credits, quoting as required, expediting orders, information and sales reporting
  • Identify and assess customers’ needs to achieve satisfaction
  • Strong verbal, written communication and presentation skills
  • Operate as the lead point of contract for all matters specific to your customers and outside Sales Reps and Manufacturing Reps
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions and quoting, outstanding issues, process customer accounts and file documents/save documents in CRM application as required
  • Engage customers proactively, be knowledgeable of upcoming needs, forecasts, expected changes, expectations, etc.
  • Other tasks and special projects are required


Qualification Requirements:


Education and/or Experience:

College education (Associate’s degree, Bachelors preferred) recommended but not required

2-4 years in proven customer support and order management experience, preferably in the manufacturing industry setting

Strong written and verbal communication skills

Track record of over-achieving quota and excellent teamwork skills


MS Office & Mathematical Skills:

Strong proficiency in MS Office products, including MS Word, PowerPoint, Excel and Outlook, preferred

Experience using Excel preferred

Basic math and writing/grammatical skills and capabilities


Reasoning Ability:

Customer orientation and ability to adapt/respond to different types of characters

Flexible, patient, empathetic to customer issues and situations

Strong capability in reasoning and managing customer issues and thinking through opportunities to upsell and cross-sell products and services that are the best fit for both the customer and company.



Work Environment:

Ability to work in a fast-paced environment while multi-tasking and keeping a positive attitude



Additional Skills/or Abilities:

Strong phone contact handling skills and active listening

Familiarity with CRM and ERP systems and practice

Ability to multi-task, prioritize and manage time efficiently

Effectively think outside of the box to improve processes and procedures

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