Customer Service Representative
2 days ago
Schedule: Mon-Fri 7:30 AM-4 PM
Pay: $22-$25 an hr DOE
Requirements
ESSENTIAL JOB FUNCTIONS, DUTIES, AND RESPONSIBILITIES:
- Primary owner of day-to-day relationship with high-volume B-2-B customers, ensuring timely and accurate fulfillment of orders. Coordinates all activities with those clients with their assigned sales representatives and keeps the sales rep abreast of any issues, opportunities, and developments.
- Tracks and manages larger, multi-service-center orders with multiple SKUs and multiple delivery points over several dates. Advocates for the customer to internal operations leaders.
- Consult with customers to provide information about products or services, cancel accounts, or obtain details of complaints.
- Prepare quotes, promote solutions and services, process orders, arrange deliveries, invoicing, and process product returns. Acts as an internal sales representative to smaller customers.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions, are taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Interacts with prospects to identify appropriate contacts, qualify and drive leads through the sales pipeline.
- Suggest new or additional services or products to customers based on their needs; identify and close additional purchases of products and services by customers' communities.
- Prospects qualify and generate sales within the company's established trading partners. Responds to requests for bid and develops relationships such that Capitol Wholesale is informed about upcoming RFBs timely.
- Remains knowledgeable and up to date on changes and developments in the company's B2B infrastructure.
Qualifications and Skills:
- 1-3 years of relevant experience.
- Proven customer support experience in a large-scale B-2-B environment.
- Ability to adapt/respond to multiple priorities with a calm and professional demeanor.
- Excellent communication skills, including phone etiquette and active listening, and excellent notetaking.
- The proven willingness and ability to rapidly and thoroughly learn new software, such as Microsoft products, ERP, and company-specific technology tools. Confident in one's ability to continuously evolve with the role.
REQUIRED EDUCATION/CERTIFICATION:
- High School Diploma
- A two-year degree is strongly preferred
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