Customer Service Representative

1 month ago

Jacksonville, United States Idea Recruitment Full time
Description

JOB SUMMARY

Build sustaining, long-term relationships with the client's distributors by serving as the primary interface for them and providing information and follow-up activities as required to ensure exceptional customer experience.

HOURS & PAY
  • Days: Monday - Friday
  • Times: 8:00 AM - 5:00 PM
  • Pay Range: $19.00 - $20.00 hourly


ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Provide interface support for all groups with the client's contact - distributors, end-users, external sales reps, internal sales reps, and vendors - guiding each call as appropriate for further action or resolution
  • Educate customers about terminology, features, and benefits of products in order to improve product related sales and customer satisfaction
  • Prepare special reports as specified by customers
  • Facilitate freight quote requests as requested by customers, submit FQRs for Logistics to complete
  • Follow-up with Purchasing on open drop ship orders on behalf of customers
  • Monitor order status for customers. Provide information regarding order entry to verify entry accuracy
  • Monitor open orders to ensure that all action is being taken to fulfill those orders.
  • Monitor scheduled shipment dates to ensure timely delivery and expedite as needed
  • Open new customer accounts by recording account information into Salesforce and SAGE and maintain customer records by updating account information
  • Maintain product information / product pricing spreadsheets to support sales or customer service
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs
  • Communicate to the purchasing department unexpected increases or decreases in demand for products
  • Receive incoming telephone sales leads, gather the necessary information, enter the information into SalesForce and direct them to a distributor (prospective end-user) or to a sales rep (prospective distributor).
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; follow up to ensure resolution
  • Request freight claims for damaged or last shipments and provide all necessary supplemental information / photos to Logistics so they can file the necessary claims
  • Determine customer requirements and expectations in order to recommend specific products and solutions
  • Present price, credit, and terms in accordance with standard procedures and customers' profiles
  • Identify trends in customer satisfaction or dissatisfaction
  • Fill requests for catalogs, information, or samples
  • Provide accurate information regarding the availability of in-stock and non-stock items
  • Perform in-person trainings / presentations to maintain technical knowledge of all new and existing products, to be able to answer questions to customers and end-users
  • Maintain a detailed log of phone calls and written communications (through SalesForce and other virtual platforms)
  • Make outbound and receive inbound phone calls


EDUCATION & EXPERIENCE REQUIREMENTS
  • High School Diploma or equivalent required; some college coursework in written composition preferred
  • Advanced experience using Microsoft Office software to prepare correspondence, develop reports, utilize spreadsheets, and create presentations required
KNOWLEDGE / SKILLS / ABILITIES
  • Core Values - represents the company's core values:
    • Serve the customer
    • Work hard. Work smart
    • Innovate
    • Do the right thing
    • Support the team
    • Have fun
  • Team Orientation & Interpersonal - highly motivated, passionate, and creative team-player with ability to develop and maintain collaborative relationships with all levels within, and external to, the organization
  • Communication - able to effectively and persuasively express self verbally and in writing, using correct language and grammar in a professional, diplomatic, and tactful manner
  • Organization & Time Management - able to work independently with minimal supervision, planning, scheduling, and organizing professional schedule to complete actions within established deadlines, handling multiple priorities with strong attention to detail
  • Systems & Software - proficient knowledge of Microsoft Office, Sage, and SalesForce software applications


#IND1

Required Skills

- High School Diploma or equivalent required; some college coursework in written composition
- Advanced experience using Microsoft Office software to prepare correspondence, develop reports utilize spreadsheets, and create presentations required

Openings

1

Pay Range

$19.00 Hourly to $20.00 Hourly

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