Customer Service Representative
3 days ago
The Kendall Group is a leading provider of electrical, automation, pipe, valve, and fittings products, steam, lighting, industrial controls, and instrumentation industries. As a 100% employee-owned company, we offer a unique opportunity for a rewarding career.
Why Choose The Kendall Group?We pride ourselves on our employee ownership model, which is the core of who we are. You will not only own part of the company, but you will also own your future. At Kendall, you'll have opportunities to learn and grow while being coached and mentored along the way. We're a company where people stay, with over 60% of our associates having more than 5 years of tenure, and over 40% having greater than 10 years.
Role Summary:Reporting to the Inside Sales Manager, Location Manager or Territory Manager, the Customer Service Representative will be responsible for managing customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. The person in this role will maintain positive relationships with customers by providing excellent customer service.
Key Responsibilities:- Maintain a positive, empathetic, and professional attitude toward customers
- Respond promptly to customer inquiries
- Communicate with customers and vendors through various channels
- Acknowledge and resolve customer complaints
- Acquire basic product knowledge to assist customers and vendors
- Participate in sales and product training sessions
- Process quotes in business system
- Provide vendor portal assistance to customers
- Maintain records of customer interactions, transactions, comments, and complaints
- Communicate and coordinate with colleagues, as necessary
- Perform other duties and projects as assigned
- Service Excellence
- Results, Action Oriented
- Accountability and Responsibility
- Problem Solving
- Teamwork and collaboration
- Work Experience: Entry Level
- Education: High school diploma or GED
- Computer Skills: Proficiency in Microsoft Office
- Organization Skills: Excellent work ethic, good verbal, and written communication skills
- Cross-functional skills: Ability to work well cross-functionally and manage multiple requests in a fast-paced environment
- Communication Skills: Ability to communicate well with all levels of the organization; provide excellent internal and external customer service
- Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions.
- Physical Environment: Normal office environment
- Travel: Occasional travel to branches or to business-related functions such as training or seminars
- Work Experience: Previous customer service, preferably with a related product line; experience interfacing or supporting a direct sales force
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