Customer Service Representative

3 weeks ago

Alpharetta, United States Capitol Wholesale Fence Company, Inc Full time

The Customer Service Representative is responsible for providing customer interface and provides a variety of services, solutions, support, and information in a manner that builds trust, confidence, and long-term business. The customer service representative is the primary internal customer point of contact for service, information regarding products, and customer complaints.

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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