Customer Service Rep

1 week ago

Jacksonville, United States Tri County Metals Full time $19 - $25
Job DescriptionJob Description

The Customer Service Representative will serve customers in person, by email, text or on the phone at branch locations. The CSR will play a fundamental role in achieving our ambitious customer acquisition, retention, and revenue growth objectives. They must be friendly, knowledgeable, helpful, and detail oriented.

  1. Team Member Development, Growth, & Engagement 
    1. Perform the 6E’s during every customer encounter.
    2. Exemplify our core values “Do Your PART” in everything that you do.
    3. Commit to following our Standard Operating Procedures 100% of the time. 
    4. Follow the Training, Recertification Training, and Career Path process by receiving quarterly touch-bases and annual assessments.

  1. Participate in the operating rhythm to drive the team’s engagement and development. 
    1. Attend the Weekly Level 10 Team Meetings.
    2. Participate and receive the required amount of monthly training per Team Member.  {2.5 hours in 2024}. 

  1. Compliance with efficiency standards for your Branch Location 
    1. Use EDGE Success and sales invoice breakdown Order Accuracy Rate (OAR) to review performance.
    2. Assist with the Accounts Receivables Aging Report
    3. 100% Competency of our Standard Lead Times, Stocked Colors, Panel Limitations, Return Policy, Panel Specifications, Trim Specifications, Specialty Trim Policy and Capabilities
    4. Follow 100% of the time our On-Time Complete Process
    5. Discount 100% of eligible Sales Orders following TCM Discounting Policy

  1. Innovate the Customer Service Experience 
    1. Determine and understand customer requirements and expectations to recommend specific products and solutions to their needs and desires. 
    2. Accurately process customer transactions such as estimates, sales orders, invoices, payments, credits, cases, and RMA’s.
    3. Communicate with business development managers on issues, concerns and opportunities related to their accounts or potential prospects in their territory.
    4. Provide solutions and/or alternatives to customers with issues; follow up to ensure resolution. Document customer interactions. 
    5. Maintain a clean and organized work area understanding you are the first impression of the customer experiences from our company. 
    6. Share in warehouse duties, track inventory, loading customers, and operate forklift in the warehouse while assisting customers both internal & external.

  1. Drive Customer Service Improvements via operating rhythm and leadership and KPI’s. 
      1. Monthly Training of 2.5 hours in 2024.
      2. Order Accuracy Rate (OAR) > 96% for 2024. 
      3. OTC >99.5% (Calculated Quarterly)
      4. Service Defects resolved by end of day.

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