Sales Support Representative

2 weeks ago

Huntersville, North Carolina, United States Covia Full time

Customer Service Representative

Job Category: Customer Service Requisition Number: REPRE001815

Job Overview

Covia stands as a premier provider of mineral and material solutions catering to the industrial and energy sectors. Our extensive history is marked by numerous accomplishments across various industries, achieving success through collaboration. Our unparalleled ability to deliver the right product, at the right time, to the right location is complemented by our dedication to fostering partnerships that empower our clients to thrive.

At Covia, quality and innovation form the bedrock of our operations, but our true strength lies in our workforce. We employ a diverse and highly skilled group of professionals dedicated to transforming natural minerals into engineered solutions tailored for our clients. Each team member has a unique opportunity to influence our future positively and contribute to the communities where we operate.

Diversity and Inclusion Commitment

Covia is dedicated to promoting and embracing diversity and inclusion (D&I) in our workplace, our business relationships, and our communities. We aim to cultivate an inclusive culture where diversity is celebrated and where every individual feels valued and engaged. Our intentional efforts to unite team members foster opportunities for them to contribute their unique skills, experiences, and perspectives towards achieving Covia's business growth objectives. Empowering all team members to excel while being their authentic selves is fundamental to our Clearly Covia Values and Culture.

Position Summary

We are seeking a proactive Customer Service Representative to join our team. This role is pivotal in ensuring efficient and accurate processing of customer orders, including special instructions, while adhering to established policies and procedures. The representative will also communicate any changes that may affect customer expectations and work to promote and expand the sales of Covia products.

Key Responsibilities

  • Resolve customer issues that have been escalated via phone or email.
  • Process initial credit card authorizations for customers requiring cash in advance.
  • Coordinate transportation for all relevant shipments.
  • Address daily Provisional Price Holds and Invoice Blocked Lines to facilitate timely invoicing.
  • Document and track customer complaints from initial reporting to resolution.
  • Foster sustainable relationships with customer contacts and sales personnel through timely and personable interactions.
  • Gain comprehensive knowledge of key customer needs related to issue resolution, including purchase order management, invoice adjustments, sample requests, and complaint processes.
  • Perform additional duties as assigned.

Qualifications

The ideal candidate will possess:

  • An Associate's Degree in Business or a related field; a Bachelor's Degree is preferred.
  • A minimum of 4 years of progressive experience in administrative services.
  • Proficiency in Microsoft Office products.
  • The ability to learn ERP databases, particularly in order processing and invoicing.
  • Experience with Retail Link is a plus.
  • Attention to detail with the capability to meet deadlines and collaborate effectively.
  • Professional telephone etiquette and a friendly demeanor.
  • Self-motivation, strong organizational skills, and a preference for a fast-paced environment.
  • Demonstrated experience working within a team to achieve targets.

Additional Information

All new hires must provide proof of full vaccination against COVID-19, in accordance with CDC guidelines, with an FDA-approved vaccine protocol. Candidates unable to receive the vaccine due to health conditions or sincerely held religious beliefs may seek accommodations in compliance with applicable laws.

Benefits

  • Comprehensive healthcare benefits including medical, vision, and dental.
  • 401K plan with company matching.
  • Paid vacation and holidays.
  • Disability, life, and long-term care insurance.
  • Employee Assistance Program.

At Covia, we are committed to fostering a diverse workforce, as we believe this is essential to our success. Our inclusive culture supports individuality and respect within the workplace. We are dedicated to providing employment opportunities to the most qualified candidates based on work-related factors, without regard to non-work-related factors.

Equal Opportunity Employer

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