Customer Service Representative 2

4 weeks ago

Grand Prairie, United States Central States Industrial Full time
Job Description:

CSI provides hygienic pipe, valves, fittings, pumps, and heat exchangers to industrial companies and industrial service providers. We are searching for a qualified candidate that has the ability and passionate commitment to ensure our customers' satisfaction throughout the sales cycle. The Customer Service Representative 2 (CSR 2) has mastered the basic elements of the CSR 1 position and has progressed to specialization in either systems and operations or a product group. They will have demonstrated significant expertise with the business systems, procedures, and processes of CSI.

Value is added by the CSR 2's focus on a specific type of sanitary process equipment. Specialties may include but not be limited to: valves, pumps, heat exchangers, hose alloys, spray devices, filters and strainers.

CSI employees are fully engaged in our culture, committed to excellence, and willing to learn, grow and develop their skills. CSRs are able to demonstrate an energy and excitement about our industry and daily challenge themselves to provide excellent sales and service to our customers.

Primary responsibilities include:
  • Take customer calls to provide technical assistance, pricing, availability, etc., daily
  • Systematic calls to customers
  • Respond to customer requests for information within one hour
  • Enter customer orders and quotes per standard, daily
  • Execute proper review and updates of all open orders, including communication for internal and external customers, daily
  • Maintain all accounts, contacts, and records in the ERP
  • Support sales efforts through questioning and qualifying the prospect, daily
  • Ensure proper handling of return goods
  • Include sales in customer interaction including: quotes, orders, new customers, national account activity, and territory related accounts, daily
  • File all documents in the DMS
  • Communicate with vendors to purchase and expedite drop ship goods
  • Set up new customer accounts
  • Coordinate any special logistic needs as required by customer
  • Proactively identify, question, and suggest changes to standard procedures
  • Contribute to overall vision of increased sales through accountability and relationship management
  • Must be able to cover phone duties for other CSRs as needed and perform additional duties as required

CSR 2 - Customer or Product Focus
  • Act as a specialist for a specific customer type or product.
  • Serve as a primary resource for a customer type or product for the department.
  • Prepare and review customer specific sections for large quotes/project/submittal opportunities - working across departments and specialty groups to complete quotes and orders.
  • Actively communicate across departments and specialty groups - follow up and hold self and others accountable to the processes.
  • Negotiate project pricing and logistics
  • Participate in relevant customer/suppler visits
  • Interpret the engineering spec as it applies to the customer requirements
  • Develop questioning around specs to leverage CSI product line
  • Understand and execute CMI for large orders
  • Understand the customer type needs and expectations
  • Promote CSI product lines for the specific customer type
  • Identify BPE requirements for GR, SF, DT, and suggest appropriate products
  • Identify 3A guidelines and product offerings
  • Actively demonstrate willingness to help educate peers with products and processes. Share tribal knowledge with the team and support those who are new or learning new information in a manner that is positive and encouraging.
  • Display a positive attitude, willingness to support the team, and changes within CSI

Salary: $25 - $29 per hour

CSI employees are actively engaged in the company's culture, committed to our core values, and have a passion for excellence. A CSI employee is self-aware and open to coaching and learning.

This position requires mechanical aptitude, exceptional organizational skills, intermediate-to- advanced computer and keyboarding skills, and initiative. The ability to communicate and develop relationships with customers is critical. A successful Customer Advocate will be detail oriented, able to multi-task and will not be intimidated by the decision making requirements brought about by situational needs.

About CSI:

CSI provides state-of-the-art stainless-steel process equipment and service for the food, dairy, beverage, pharmaceutical, and personal care industries. We are a growing company with a passion for providing superior customer service. Our work environment is rooted in respect, teamwork, continual learning, and growth... with a large dose of community and fun

We believe our employees are our greatest resource and are committed to investing in our team. We offer a wide range of benefits including health and wellness, paid time off, retirement planning and continuing education support. We also enjoy hosting company luncheons, casual Fridays, a wellness program and providing opportunities for volunteering in local community charitable events

Required Experience:

Education/Training
  • College credits; desired; Bachelor of Science; preferred
  • Accounting 1, required
  • Business Law, required

Experience
  • Professional telephone etiquette, required
  • Industry or Industrial Experience for a minimum 8 years; required
  • Computer proficiency; required
  • Technical understanding and application of ERP system
  • Excellent MS Office (Outlook, Excel) experience; required
  • CRM experience; required

With or without reasonable accommodation, the successful candidate must be able to remain in a stationary position for 90% of the workday, have close visual acuity, and constantly operate a computer and other office productivity equipment, such as a phone, copy/fax/scan machine, calculator, and computer keyboard and mouse.

CSI has a long standing policy of Equal Opportunity in employment. Our practice is to fill positions by selecting applicants who can perform the work in a competent and professional manner. We do not discriminate on the basis of age, sex, race, color, religion, national origin, sexual orientation, gender identity, protected veteran status, or individuals with disability. U.S. federal law requires completion of employment eligibility verification upon hire. CSI participates in E-Verify. Must have the right to work in the United States.

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