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Customer Service Manager

4 months ago

Alexandria, United States RA Metals, LLC Full time

**ESSENTIAL DUTIES AND RESPONSIBILITIES **(Other duties may be assigned)
- Knows how to establish customer rapport to ensure highest levels of satisfaction.
- Prepares quotations for projects and material requests noting details of the job and all appropriate charges.
- Follows up on all Quotes, keeping other team members aware of status.
- Serves as primary branch contact for contractors in placing orders and requesting information on potential or pending orders.
- Reviews paperwork coming in for major lines to ensure accuracy.
- Inputs orders into the computer to create a delivery ticket or direct ship purchase order for non-stock materials from the manufacturer.
- Advises contractors of backorder situations noting when shipment may be expected.
- Fields calls into the office and handles as appropriate.
- Maintains literature and submittals in the branch.
- Provides technical support to customers.
- Maintains consistent call schedule.
- Prospects for new accounts to determine sales opportunities.
- May occasionally be required to pull a customer order from the warehouse.
- Work closely with the manager, learning new tasks. Coordinate & delegate tasks to the customer service reps., providing training as needed.
- Maintain positive and professional team and customer relationships; welcome and greet customers, vendors, and office guests.
- Ensure security, integrity, & confidentiality of data.
- Support office and branch team with general operational tasks.
- Enter information into Excel spreadsheets for reporting purposes.
- Upload information and documentation in the cloud.
- Suggest changes to office task workflow to improve efficiency.
- Monitor and maintain office equipment; repair or replace malfunctioning equipment and hire technicians when required.
- Monitor office supplies: order and re-stock as needed. Assist Branch Manager as needed in ordering shop supplies.
- Maintain your Concur Credit Card expense report and submit by last day of month for approval.
- Ensure the office is kept clean and organized.

**OTHER DUTIES AS REQUIRED**
- Schedule LTL Shipments under Branch and/or General Manager’s direction.

**SUPERVISORY RESPONSIBILITIES**

None required.

**EDUCATION/EXPERIENCE**

High school diploma or general education degree (GED); 1-2 years related experience and/or training; or equivalent combination of education and experience.

**CERTIFICATION, LICENSES, REGISTRATIONS**

None required.

**SKILLS/ABILITIES**
- Ability to understand customer needs and meet those needs with a successful product sale.
- Highly organized with exceptional follow-through abilities.
- Experience in developing relationships with customers.
- Strong verbal and written communications.
- High integrity with advanced social skills and ability to make solid connections.
- Personality that blends well with a fast-paced, goal-driven environment.
- Strong problem-solving skills.
- Motivation, drive, and a self-starting attitude.
- Competitive individual contributor who also loves to win as a team.
- Basic mathematical skills. Proficient understanding of units of measure.
- Basic computer skills and proficiency with Microsoft Office

**PHYSICAL DEMANDS**

Work involves standing and walking for brief periods of time, but most duties are performed from a seated position. There is potential for eye strain from reading detailed materials and looking at a computer screen. Work normally requires finger dexterity and eye-hand coordination to operate computer keyboards at a moderate skill level. The employee frequently is required to talk or hear. The employee may occasionally lift and/or move up to 10 pounds.

**WORK ENVIRONMENT**

The noise level in the work environment is usually quiet.