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Customer Service Representative

3 months ago

Hagerstown, United States VT Industries Full time
Description

Overall Responsibilities:

A Customer Service Representative (CSR) acts as a liaison, provides product/services information, answers questions, and resolves any emerging problems that our customer accounts might face with accuracy and efficiency. This position is responsive to customer calls, emails, and walk in traffic to the facility and also assists with Quote and Order processing, as well as other office duties as assigned.

Essential Job Functions:
  • Primary initial contact for customer interactions via phone, email and in person
  • Process quotes and orders as requested
  • Prepare and deliver shop floor details for production
  • Execute proactive outbound sales calls as needed
  • Provide exceptional levels of customer service with a strong focus on sales activities
  • Respond to and answer customer questions in a timely fashion
  • Read basic hardware templates to determine machining requirements
  • Understand and apply fire label requirements
  • Identify issues with orders and provide creative solutions and/or corrections
  • Work closely with all members of the team to create a positive customer experience
  • Complete orders efficiently, accurately and on time to meet scheduled delivery requirements
  • Assist with internal ordering functions for inventory replenishment and work closely with vendors
  • Support 5S/lean program keeping organized and clean workstation and office space
  • Multitask and handle a varied number of duties in a fast-paced environment
  • Work individually and as a team to promote a positive and engaging work environment
  • Always adhere to safety rules
  • Complete special projects and tasks as assigned
Qualifications:
  • Have a pleasant and customer focused demeanor for greeting customers in person and on the phone, and the ability to handle difficult or upset customers while maintaining professionalism and tact
  • Ability to review own work and the work of others ensuring accuracy of data entry
  • Ability to use general office equipment
  • Proficiency in data entry and analysis, telephone etiquette, and payment handling for orders
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, and be able to compute rate, ratio, and percent and to draw and interpret bar graphs
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
  • Eager and willing to gain knowledge of all offered products and processes
  • Excellent written and verbal communication with internal and external customers, strong organizational skills, detail oriented and consistently works toward continuous improvement
  • All team members are expected to follow the Code of Conduct to the highest standards as well as to adhere to the Attendance Policy of VT Industries

Physical Requirements

Tolerance for sitting long periods of time. Possess finger dexterity to write, type, and use a calculator. Maintain adequate vision to view small print and computer terminal. Ability to speak and hear, walk throughout facilities with occasional light lifting (25 pounds), stooping, kneeling, crouching, and reaching with hands and arms required. Ability to travel between multiple facilities as required to perform core job duties.

The physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.