Customer Service Representative

4 weeks ago

Grand Rapids, Michigan, United States SunSource Full time
Job Summary

As a Customer Service Representative at SunSource, you will be responsible for providing exceptional customer service to internal and external customers. This includes processing customer orders, changes, and returns, as well as performing contract reviews and preparing quotations. You will also be responsible for providing timely and accurate information to customer requests for pricing, stock, order status, and general information.

Key Responsibilities
  • Process customer orders, changes, and returns according to established department policies and procedures.
  • Perform and follow procedures for contract review.
  • Prepare quotations and apply appropriate pricing.
  • Provide timely and accurate information to customer requests for pricing, stock, order status, and general information.
  • Enter part numbers, pricing, and description for item master entry into the ERP system.
  • Perform proactive follow-up work for customers by coordinating and expediting material to meet or exceed customer requirements.
  • Fulfill customers' rush order needs with an essential understanding of accounts receivable, shipping, or other principals' requirements and/or cut-off times.
  • Understand pricing matrix for assigned customer accounts.
  • Identify material that can be returned for credit and independently conduct necessary research.
  • Problem-solve in conjunction with outside sales to meet customer demands.
  • Work with Accounting to resolve disputed issues with sales orders.
  • Complete assigned departmental projects.

Requirements
  • Associate or technical degree, or 2-3 years of customer service experience.
  • Strong business, creative, and technical writing skills.
  • Proficiency in MS Office skills, including Word, Excel, and PowerPoint.
  • Excellent oral and written communication skills.
  • Effective interpersonal, organizational, planning, and problem-solving skills.
  • Attention to detail and accuracy, and ability to multitask.
  • Thorough understanding of ERP systems required.
  • Ability to read and interpret procedure and product information manuals required.

Work Environment
  • Position is an indoor office setting with moderate noise levels, including voices, office equipment, and foot traffic sounds.
  • Employee may interact with customers, sales representatives, and other internal departments.

Physical Demands
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this position, the employee is regularly required to:
  • Sit at a desk for extended periods of time.
  • Use arms, hands, and fingers to handle, feel, open, and reach for items.
  • Listen to and talk with fellow staff and internal and external customers.
  • Occasionally crouch, crawl, kneel, and stoop.
  • Be able to lift 20 pounds.

Travel
  • May travel occasionally for training.

Equal Employment Opportunity
  • SunSource is an Equal Employment Opportunity employer committed to maintaining an environment of non-discrimination for all persons.
  • Policies and practices that ensure that all individuals are judged on the basis of their job performance, qualifications, and relevant job criteria are followed throughout the Company.

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